Customer Service and Sales Representative

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

Start a new career with Lumen while working from home!

Lumen is seeking Sales and Service Associates to provide the first and final voice for Lumen customers who have questions, concerns and inquiries related to their bill and account.  Sales and Service Associates are empathetic listeners, solution-based champions and they maintain a key focus on accuracy and speed assisting the customer. Through personalized service, our associates present offers and other products depending on the customer’s needs.

Location & Schedule

Location

• This is a full-time, work-from-home (WFH) contact center position.
• This position is part of our Union with geographic requirements.  To be eligible, you must reside in one of the following states, and within those States, be within an RCA (Reasonable Commute Area) as outlined in the contract.
  • This includes: Arizona, Colorado, Idaho, Iowa, Minnesota, Nebraska, New Mexico, North Dakota, Oregon, South Dakota, Utah, Washington, Wyoming.

Schedule

• The training hours are Monday-Friday from 9am-6pm MST
• Next Class Start Date: Monday, January 13, 2025

The Main Responsibilities

• Works with customers’ pending orders and newly activated accounts within their initial tenure as a customer
• Thrive in performance driven environment meeting quotas and related metrics across service, sales, and retention activities
• Identify solutions across multiple teams, including technicians in the field supporting installation
• Expected to promote and sell products and services to customers on every call.
• Responsible for handling credit calls, payment arrangements, etc. in our playing it where it lands (PIWL) strategy.
• Ability to navigate multiple billing systems to resolve complex collections activities
• Leverage customer retention processes and tactics, focused on saving customers from disconnecting their services
• Maintain and improve speed, accuracy, and quality results by adhering to standards and guidelines

What We Look For in a Candidate

• Six months of previous customer service experience.
• Positive attitude with willingness to learn and motivation to grow.
• Knowledge of Microsoft Office tools (Word, Excel, etc.)
• Communicate with customers in a positive tone with both written and oral.
• Flexible to work various shifts as necessary (No nights or weekends)
• Meet and exceed monthly service, sales and retention related goals.
• Adhere to schedule including scheduled breaks and lunch
• As a work-from-home employee, Lumen will supply you with a desktop computer running Windows 10, a second monitor, a keyboard, a mouse, a USB headset, and a webcam.  You must meet the following physical/logistical requirements for “at-home” work in this position:
  • High-Speed Internet Service (with minimum speed of 10 mbps) and unlimited internet access is required. It is also important that you have a stable, reliable and uninterrupted internet service for the position.
  • Computer must be physically connected to a modem/router using an Ethernet cable (i.e. your computer cannot be run on a wireless connection).
  • Establish a dedicated workplace in your home or work location. The workplace must have an adequate work surface and be free of background noise / distractions that may interrupt calls.

Compensation

For this class, the starting rate will be $18.19/hr.

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. 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.

This position is part of a bargaining unit and represented by a union. Depending upon the applicable collective bargaining agreement under which you may be hired, you may be: (a) required to join the union and pay union dues as a condition of employment; or, (b) required to pay union dues, but not join the union as a condition of employment; or (c) free to chose whether or not to join the union, but if you do join the union you would be obligated to pay union dues.

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: 16.62 Salary Max: 19.85

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.

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