Customer Engagement Associate II

About Lumen

Lumen connects the world. We are igniting business growth by connecting people, data and applications – quickly, securely, and effortlessly. Together, we are building a culture and company from the people up – committed to teamwork, trust and transparency. People power progress.

Lumen’s commitment to workplace inclusion and employee support shines bright. We’ve made the Newsweek 2024 Greatest Workplaces for Diversity list and achieved a perfect score of 100 on the Human Rights Campaign Corporate Equality Index (CEI) for the fifth consecutive year. Plus, we’re the top employer in the communications and telecom industry, ranking 12th overall across all industries in The American Opportunity Index.

We’re looking for top-tier talent and offer the flexibility you need to thrive and deliver lasting impact. Join us as we digitally connect the world and shape the future.

The Role

• This is a customer facing position

• The Customer Engagement Associate II provides service to assigned territories within a dedicated region within the Public Sector organization

• Responsibility includes Moves, Adds and Changes of existing customers and accounts while contributing to the sales and field operations goals and objectives. Additional responsibilities may include assisting customer with service migrations and disconnects

The Main Responsibilities

• Managing the account strategy within the Public Sector account base for moves, adds and changes (MAC). This position will facilitate all required duties and tasks necessary to deliver a positive customer experience using existing tools and resources. Responsible to manage workload via cases and updates within salesforce.com. This position is the primary point of contact for the customer during the Ordering phase of the customer lifecycle.

• Carefully monitor and track orders through to completion

• Own the MAC and new order activity for multiple Lumen services from quote to completion

• Proactive Communication – Communication to customer and internal stakeholders, with introduction and timelines within defined SLAs

• Cross Functional Communication – Work closely with eco teams i.e., Order Packaging Desk (OPD)/Order Entry (OE)/Service Delivery and Customer Care; for large projects, this position will work with Sales Support Associate and Sales

• Opportunity and Funnel Management

• Manage case and opportunity through the various stages in Salesforce and update comments real time

• Manage the opportunity through the various stages in Salesforce and update comments real time

• Opportunity values needs to be accurate based on MAC activity

• Quoting Process – Any case which requires a new build will require the submission into the Capital Approval Tool (CAT) /Capital Approval Request (CAR) tool

• Site Surveys – Overlay support for these opportunities

• Dictated by the contract if no fiber on the contract–

• Design Service Request (DSR) will need to be submitted

• All Metro Ethernet Orders (MOE) require a DSR

• Mailbox Management – Certain customers require dedicated mailboxes and these mailboxes have to be managed

What We Look For in a Candidate

• Minimum 3 years experience in Sales and Systems for all Legacy Organizations

• Knowledge of order processing and completion

• Proficiency in Microsoft Outlook, Word, Excel, and PowerPoint

• Positive Attitude

• Customer facing attitude

• Receptive and open to change

• Accountability and ownership

• Collaboration with cross functional teams

• Proactive communication

• Sense of urgency

• Strong organizational skills

• Ability to prioritize and work in a fast-paced environment

Compensation

The starting salary for this role differs based on the employee’s primary work location. Employees typically do not start at the top of the range, though compensation depends on each individual’s qualifications.

Location Based Pay Ranges

$46313 – $61750 in these states: AR, ID, KY, LA, ME, MS, NE, SC, and SD.

$48700 – $65000 in these states: AZ, AL, FL, GA, IN, IA, KS, MO, MT, NM, ND, OH, OK, PA, TN, UT, VT, WV, WI, and WY.

$51188 – $68250 in these states: CO, HI, MI, MN, NV, NH, NC, OR, and RI.

$53625 – $71500 in these states: AK, CA, CT, DE, DC, IL, MD, MA, NJ, NY, TX, VA, and WA.

As with the pay range variety that’s based on the region of a country, specific offers are determined by various factors such as experience, education, skills, certifications and other business needs.

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 #: 334703

Background Screening

If you are selected for a position, there will be a background screen, which may include checks for criminal records and/or motor vehicle reports and/or drug screening, depending on the position requirements. For more information on these checks, please refer to the Post Offer section of our FAQ page (https://jobs.lumen.com/global/en/faq) . Job-related concerns identified during the background screening may disqualify you from the new position or your current role. Background results will be evaluated on a case-by-case basis.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Equal Employment Opportunities

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, gender expression, 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.

Disclaimer

The job responsibilities described above indicate the general nature and level of work performed by employees within this classification. It is not intended to include a comprehensive inventory of all duties and responsibilities for this job. Job duties and responsibilities are subject to change based on evolving business needs and conditions.

Salary Range

Salary Min :

46313

Salary Max :

71500

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. (https://jobs.lumen.com/global/en/compensation-information) 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. (https://centurylinkbenefits.com)

Please be advised that Lumen does not require any form of payment from job applicants during the recruitment process. All legitimate job openings will be posted on our official website or communicated through official company email addresses. If you encounter any job offers that request payment in exchange for employment at Lumen, they are not for employment with us, but may relate to another company with a similar name.

Note: For union-represented postings, wage rates and ranges are governed by applicable collective bargaining agreement provisions.

Application Deadline

09/11/2024