Customer Technology Coordinator

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 The Customer Technology Coordinator position involves providing general written and verbal customer support for Lumen customers and partners with single contact resolution. The Customer Technology Coordinator will provide support of the Learn Buy experience and Enterprise Portal, through timely and accurate communications on every interaction. The Main Responsibilities Provides quoting support through Digital Experience. Provide technical support and navigation assistance of Lumen s customer portal. Coordinate and respond to large volumes of in-bound chats, calls, cases, orders, or tickets. Provide accurate, valid, and complete information by using the right methods and tools. This position is responsible for a good quoting and Portal experience; providing quick solutions to prevent customer escalations. Utilize current systems to properly authenticate customer and solve customer issues. Identify and assess customers needs to achieve satisfaction. Build trust with customers through open and interactive communication using active listening and strategic questions. Meet personal and team goals. Provides timely status updates on tickets and cases, system jeopardies or defect issues. Responsible for developing comprehensive understanding of sales, customer, and partner quoting systems. Keep accurate records of all customer interactions. Follow communication procedures, guidelines, and policies. What We Look For in a Candidate High School diploma or GED or equivalent 1 to 5 years of experience or relevant experience Strong computer skills with MS Office experience and the ability to multi-task, prioritize, and manage time effectively. Strong written and verbal communication experience Strong chat and call handling with active listening skills Familiarity with live Chat, CRM, Quoting, and Portal systems and practices. Ability to type a minimum of 40 words per minute. 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 $38119 - $50825 in these states: AR, ID, KY, LA, ME, MS, NE, SC, and SD. $40500 - $53500 in these states: AZ, AL, FL, GA, IN, IA, KS, MO, MT, NM, ND, OH, OK, PA, TN, UT, VT, WV, WI, and WY. $42132 - $56175 in these states: CO, HI, MI, MN, NV, NH, NC, OR, and RI. $44138 - $58850 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 yours application date. Requisition #: 334816 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 : 38119 Salary Max : 58850 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 09/10/2024