MansfieldOHRecruiter Since 2001
the smart solution for Mansfield jobs

Manager Customer Success Care - Mansfield, OH

Company: Lumen
Location: Mansfield
Posted on: January 8, 2021

Job Description:

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, LinkedIn: /lumentechnologies, Twitter: @lumentechco, Facebook: /lumentechnologies, Instagram: @lumentechnologies and YouTube: /lumentechnologies.
The Role

This is a mid-level Manager position responsible for managing approximately 10-20 Customer Care Specialists supporting the Business Group. The Manager coaches/manages the specific work processes performed by employees who handle Customer Success - customer care and billing inquiry resolution. Ability to work with multiple teams and efforts: partnering with customers, Sales and Support Teams, identify efficiencies for possible RPA, streamline methods with Process and Product, and solve customer issues.
The Main Responsibilities

  • Recruits, hires, and develops team; constantly builds team strength
  • Manages team of Customer Care Specialists responsible for customer contact, order entry, sales team interface, billing care, account resolution and support of all facets of order/adjustment coordination and problem solving
  • Handles all aspects of performance management for the employee base including order quality, call quality, call access in an ACD environment, monthly results, etc.
  • Conducts root-cause analysis, identifies continuous improvement methods, and implements process improvements within the team environment
  • Exercises judgment within defined procedures to determine appropriate employee and customer action
  • Manages team performance metrics, productivity, call stats, customer service, attendance, adherence to schedule, and quality
  • Works effectively in a fast paced environment and develops creative solutions to meet customer needs
  • Serves as point of contact for escalations for employees and customers
  • Conducts quality audits and NPS closed loop surveys
    What We Look For in a Candidate

    Basic Qualifications
    • 4-5 years of experience
    • Customer service knowledge and experience
    • Strong communication (oral and written), leadership, conflict resolution, problem solving and interpersonal skills
    • Seeks to continually improve work methods and results individually and for the team
    • Able to work under pressure to meet goals and deadlines
    • Proficiency with Microsoft Office - Excel, PP, Visio and Word
    • Ability to work 8am to 8pm EST
    • Positive, Can Do Attitude
      Preferred Qualifications
      • Supervisory/coaching experience
      • Knowledge of ENS, CRIS, Latis, and Kenan
        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 #: 236752
        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.
        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.

Keywords: Lumen, Mansfield , Manager Customer Success Care - Mansfield, OH, Executive , Mansfield, Ohio

Click here to apply!

Didn't find what you're looking for? Search again!

I'm looking for
in category

Other Executive Jobs

Human Resources Manager
Description: JOB SUMMARY The Spectrum Human Resources Manager is responsible for implementing and managing human resources policies and programs in the areas of recruitment, employment, employee relations, and ensuring (more...)
Location: North Royalton
Posted on: 01/16/2021

Project Manager III
Description: At Cleveland Clinic Health System, we believe in a better future for healthcare. And each of us is responsible for honoring our commitment to excellence, pushing the boundaries and transforming the patient (more...)
Company: Cleveland Clinic
Location: Cleveland
Posted on: 01/16/2021

Revenue Cycle Manager
Description: The Revenue Cycle Manager is responsible to develop, plan, organize and implement current and future strategies to bill customers, process payments, minimize bad debt, improve cash flow and manage the (more...)
Company: Confidential
Location: Ashtabula
Posted on: 01/16/2021

92Y Unit Supply Specialist - Warehouse Manager
Description: AGE REQUIREMENTS: Must be between the ages of 17 and 35 br br As a Unit Supply Specialist for the Army National Guard, you will ensure that your Unit and fellow Soldiers are well supplied and equipped (more...)
Company: Army National Guard
Location: Stow
Posted on: 01/16/2021

Assistant Manager - Kitchen - - Days/Evenings
Description: Location:Sheetz Stores 00648 - 2771 CENTER ROAD BRUNSWICK, OHStarting Rate of
Company: Sheetz
Location: Brunswick
Posted on: 01/16/2021

Cash Management Services Teller - Cleveland OH (5810)
Description: CASH MANAGEMENT SERVICES TELLER br br Duties: br --- Conduct deposit verification and/or
Company: Loomis US
Location: Cleveland
Posted on: 01/16/2021

General Manager
Description: General Manager 20029583 Description CULTIVATING A BETTER WORLD Food served fast doesn't have to be a typical fast food experience. Chipotle has always done things differently, both in and out of our (more...)
Company: Chipotle
Location: Cleveland
Posted on: 01/16/2021

Branch Manager - Landscaping
Description: n n Only experienced Landscape Industry Branch/GM candidates accepted n n n n n n n n You are in a branch management role - held back by your current company to show full potential but ready (more...)
Company: Exscape Designs LLC.
Location: Cleveland
Posted on: 01/16/2021

Plasma center Medical Director in Cleveland, OH (Physician #)
Description: Plasma center Medical Director in Cleveland, OHI work with a plasma donation center in Cleveland, OH. We have an open position for a Medical Director Pathologist to join us 4 hours per week. Must be (more...)
Company: Samuel Contract Staffing
Location: Cleveland
Posted on: 01/16/2021

SAP BRIM Director
Description: Line of ServiceAdvisoryIndustry/SectorTMT X-SectorSpecialismSAPManagement LevelDirectorJob Description SummaryA career in our SAP Customer practice, within SAP Consulting services, will provide you (more...)
Company: PwC
Location: Cleveland
Posted on: 01/16/2021

Log In or Create An Account

Get the latest Ohio jobs by following @recnetOH on Twitter!

Mansfield RSS job feeds