Customer Care Manager I - Pacific, Mountain, and Central Tim

at Lumen in Little Rock, Arkansas, United States

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, LinkedIn: /lumentechnologies, Twitter: @lumentechco, Facebook: /lumentechnologies, Instagram: @lumentechnologies and YouTube: /lumentechnologies.

The Role

Our Service Delivery Customer Care Team is seeking a Customer Service professional with skills in direct customer support and project coordination to be Lumen’s main point of contact on all customer account issues.

Our Customer Care Manager I position is your starting point in building your career in technology and telecommunication. Successfully combined with your project skills will give you a path to a broad variety opportunities with an industry leader. You’ll have assigned accounts and will manage all interactions from customer orders through billing. Additionally you will serve as the expert on service issues and escalations to ensure excellence in service and customer satisfaction. Your strong customer service skills will come into play initiating, managing, and tracking multiple points of contact and communication to ensure complete and accurate resolution.

This is a Work from Home position. For consideration you must be able to work 8:00AM to 5:00PM Pacific (9:00AM – 6:00PM Mountain, 10:00AM – 7:00PM Central).

The Main Responsibilities

+ Owns and manages all customer communications or escalations pertaining to new install orders. Provides order status and drives timely resolution on behalf of the customer.

+ Actively manages all service activation elements of customer orders from order entry through service “turn up.”

+ Communicates order status to customers via conference call, emails and phone calls.

+ Addresses customer requests, complaints and issues regarding their service order and delivery in a timely manner.

+ Assists with escalations pertaining to a new customer install or disconnect, providing customer order status and/or related issues and drives timely resolution on behalf of the customer.

+ Initiates and tracks the timely and accurate moves, adds, changes and disconnects to the customer’s services based on their requests. Which include but is not limited to reason code collection, reporting and defining approach for proactively working with the customer and sales on disconnect related retention efforts.

What We Look For in a Candidate


+ Associates Degree or equivalent education and experience.

+ 5+Years related experience or equivalent

+ Office – Sits 5 to 7 hours per day; Bend, reach, stoop and crouch; lift 10 lbs.

+ Must demonstrate project management experience in planning and organizing data from various sources into concise, relevant information

+ Must have keen attention to detail. Must be self-directed, understand the requirements and take the initiative to complete tasks or assignments with little or no direction

+ Experienced in interfacing with internal and external customers towards effective management of a project or customer expectations

+ Ability to focus and deliver pro-actively in a dynamic, multi-tasking, fast-paced environment

+ Demonstrated ability to direct the work of other functional organizations

+ Demonstrated ability to influence and collaborate across organizational boundaries

+ Excellent interpersonal, verbal and written communication skills

+ Strong PC skills in Microsoft Outlook, Word, Excel and PowerPoint

+ Team player with a great passion to succeed

+ Must work effectively under pressure; organizing multiple tasks and projects in an ever changing environment


+ Bachelor’s degree in Telecommunications

+ Attention to detail with good organizational capabilities.

+ Ability to prioritize with good time management skills

What to Expect Next

Based on your job application information you may be given the opportunity to complete a video interview immediately after applying. This will include a set of questions for you to record a response to in addition to Game Challenges. Completion of this video interview is a requirement in order to be considered for our open position. Now not a good time? No worries, we will also send you an email with a link to complete the video interview. We strongly recommend that you complete this within 5 days of your application date.

Requisition #: 257730

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.


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

Salary Min :


Salary Max :


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

Salary Min :


Salary Max :


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.

To view full details and how to apply, please login or create a Job Seeker account
How to Apply Copy Link

Job Posting: JC192931092

Posted On: Sep 22, 2021

Updated On: Oct 27, 2021