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Lumen Customer Success Support - Works from Home in TOWN AND COUNTRY, Missouri

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

The Customer Success Support role is a critical team player that directly enables our customers success. This role will work closely with both sales and our customer success managers to gather critical information and help resolve any customer issues quickly.

The Main Responsibilities

  • Respond and prioritize requests from Sales and/or CSE/CSA including service inventory reports, billing issues and ticket submission, first bill reviews, pre-bill audits (proforma), bill audits, change order research and submission requests, and renewal research

  • Leverage systems and tools to effectively and efficiently mine critical account data

  • Trouble shoot and resolve conflicts regarding customer product/portal adoption (leveraging on-demand videos and tutorials)

  • Pull in sales, CSE/CSA and other critical stakeholders to assist in resolving customer issues

  • Implement digital, tech-touch workflows for onboarding customers, identify onboarding risks and encourage product adoption

  • Implement digital, tech-touch workflows for renewal/risk management, escalating lack of customer response and lack of product adoption accordingly

  • Implement customer advocacy/feedback processes (i.e. customer relationship and transactional surveys) while closing feedback loops to improve customer experience

  • Drive CTL digital transformation strategies by promoting self-serve customer mentality and activities

What We Look For in a Candidate

  • Bachelor’s Degree in Business or equivalent work experience

  • 1+ years of work experience in a customer support role/ 3+ years of relevant working experience in the technical industry

  • Fundamental understanding of the Customer Success methodology and best practices

  • Strong written and verbal communication skills

  • Excellent attention to detail and follow-through, with the ability to handle and prioritize

    high-volume activities, case assignments while minimizing tasks falling through the cracks

  • Adept at finding answers on the spot and handling uncertainty

  • Good working knowledge of Windows, SFDC and other web-based platforms

  • Consistently ensures that business is always conducted with empathy and integrity

  • Thoughtful, trustworthy doer

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 #: 234252

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.

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.

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