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 news.lumen.com, 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.
      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.

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