Customer Care Manager IV - Tempe, AZ; Monroe, LA; Littleton, CO; Work From Home, US
Lumen

The Role

The Customer Care Manager IV is the single point of contact for assigned customer accounts which typically have a large revenue scope, complex product needs, and/or require significant project management due to the size of the organization.

The Main Responsibilities

• Manage interactions from the customer order through billing to ensure highest levels of customer satisfaction
• Promote revenue growth, retention, and overall customer satisfaction
• Serve as the conduit and escalation point for exception problem management of customer issues in the areas of order entry, order validation, service activation, test and turn-up, customer access group, technical customer account management, disconnects, and billing activities
• Manage large and complex customer implementation projects which include but are not limited to creating and maintaining detailed project schedules, tracking the project’s financial state, understanding unique aspects of projects as well as understanding technical and operational specifications
• Own and manage all customer communications or escalations pertaining to new install orders
• Manage all aspects of the conversion of sales to revenue for the company
• Manage all service activation elements of customer orders from order entry through service “turn up.” Communicate order status in a timely manner to customers via conference call, emails and phone calls
• Initiate and track the timely and accurate moves, adds, changes and disconnects to the customer’s services based on their requests
• Coordinate proactively with sales and sales engineers on the pre-sales engagement process to ensure product compliance and solutions definition
• Own and create service delivery and service management performance review presentations
• Act as s SME for key products and implementation processes
• Act as a support resource for implementation of advanced solution-based product and services
• Produce best practice documentation to facilitate effective and efficient WIP management
• Collaborate across organizational boundaries to identify and correct process gaps

What We Look For in a Candidate

• Minimum of 3 years related customer service experience 
• Experienced interfacing with internal and external customers towards effective management of a project or customer expectations
• Demonstrated ability to direct the work of other functional organizations and deliver proactive results in fast paced environment
• Demonstrated ability to influence and collaborate across diverse organizational boundaries
• Demonstrated success working effectively under pressure while managing and organizing multiple projects and priorities
• Ability to develop documentation to be reported to all levels of management and customers

Preferred

• 5+ years of relevant job experience
• Bachelor's degree in a related field
   

What to Expect Next