Job description
About Lumen
Lumen is guided by our belief that humanity is at its best when technology advances the way we live and work. With 450,000 route fiber miles serving customers in more than 60 countries, we deliver the fastest, most secure global platform for applications and data to help businesses, government and communities deliver amazing experiences. Learn more about Lumen’s network, edge cloud, security and communication and collaboration solutions and our purpose to further human progress through technology at news.lumen.com, LinkedIn: /lumentechnologies, Twitter: @lumentechco, Facebook: /lumentechnologies, Instagram: @lumentechnologies and YouTube: /lumentechnologies.
The Role
Responsible for supporting the delivery of requests for telecom services. Ensure requests are processed in a timely manner to meet SLA and customer expectations. Document all order activity and ensure data integrity in Lumen systems. Responsible for accurate and timely communication of order milestones to internal and externally facing teams – escalating as needed.
The Main Responsibilities
Essential Job Duties
- Function in an Entry level position to ensure the timely and complete provisioning of telecom service orders using Lumen systems and processes.
- Process orders according to SLAs, M&Ps / SOPs, On-Time Performance and quality standards
- Manage the assigned queue using time management skills
- Manage the assigned queue (could be an ACD call queue where assigned) to maintain service level objectives.
- Perform other duties as assigned
Behavioral & Technical:
- Develop and maintain close working relationships with key stakeholders to understand evolving issues and requirements, understand upstream and downstream implications and dependencies, ensuring key solutions are executed and properly coordinated.
- Collaborative skills and use a team approach to accomplishing work.
- Verbal, written and interpersonal communication skills.
- Become familiar with one or more Lumen voice products’ processes, builds and designs
- Use training, M&Ps and peer knowledge to demonstrate ability to process tasks as assigned for incoming work
- Process orders according to SLAs, On Time Performance and quality standards
- Manage the assigned queue using time management skills
- Escalate to a higher level as needed
- Respond to maintenance and troubleshooting requests
- Able to provision install, change and disconnect orders with a strong focus for quality and customer care.
What We Look For in a Candidate
- Associate degree or equivalent education and relevant experience.
- 2 - 3 years related experience in specific area or equivalent.
Preferred Qualifications:
- Experience working in a fast-paced environment and dealing with ambiguity
- Project management experience
- Familiarity of Provisioning Systems and Processes
What to Expect Next
Requisition #: 318097
When applying for a position, you may be subject to a background screen (criminal records check, motor vehicle report, and/or drug screen), depending on the requirements for the position. Job-related concerns noted in the background screen may disqualify you from the new position or your current role. Background results will be evaluated on a case-by-case basis.
EEO Statement
We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, disability, genetic characteristic or information, age, gender, sexual orientation, gender identity, marital status, family status, pregnancy, or other legally protected status (collectively, “protected statuses”). We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training.
NOTE: Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Disclaimer
The above job definition information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Job duties and responsibilities are subject to change based on changing business needs and conditions.
Salary Range
36450
81000
This information reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Individual pay is based on skills, experience and other relevant factors.
This position is eligible for either short-term incentives or sales compensation. Director and VP positions also are eligible for long-term incentive. To learn more about our bonus structure, you can view additional information here. We're able to answer any additional questions you may have as you move through the selection process.
As part of our comprehensive benefits package, Lumen offers a broad range of Health, Life, Voluntary Lifestyle and other benefits and perks that enhance your physical, mental, emotional and financial wellbeing. You can learn more by clicking here.
Note: For union-represented postings, wage rates and ranges are governed by applicable collective bargaining agreement provisions.
Salary Range
36450
81000
This information reflects the base salary pay range for this job based on current national market data. Ranges may vary based on the job's location. We offer competitive pay that varies based on individual experience, qualifications and other relevant factors. We encourage you to apply to positions that you are interested in and for which you believe you are qualified. To learn more, you are welcome to discuss with us as you move through the selection process.
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