Customer Care Specialist I

The Customer Care Specialist I is an entry level position that involves providing general written and verbal customer support for both internal and external Lumen customers with single contact resolution.

• Address internal and external customer questions such as billing inquiries or disputes, order status, and validate services and dependencies of order requests.
• Identify and document root cause of customer’s issue using active listening and strategic questions.
• Provide best in class customer experience utilizing strong written and verbal communication skills focused on resolving the customer’s concern at 1st point of contact.
• Responsible for providing service level of 80% to the customers
• Actively discuss products and services and creating leads to the retention and indirect Teams.
• Validate customer request type to create Move Add Change order requests for customer.
• Face to approximately 1300 customers a day-focusing on delivering an exceptional Customer Experience.
• Answer inbound calls, chats, and emails from Enterprise customers.
• Utilize systems to properly authenticate customer and look for retention opportunity.
• Performance managed to adnce, CSAT, Quality, and Retention.
• Other duties as assigned.
• Collaborate with key stakeholders such as Order Entry, Customer Care Managers, Account Team, Customer Success Executives and Consultants, Billing and Provisioning to provide best customer experience.
• Provide support and navigation assistance of Lumen’s customer portal.
• Solve complex customer issues by using systems and resources
• Ad to daily schedules, always remaining available to inbound calls (nonflexible).

• High School diploma or GED or equivalent
• Strong Customer Service skills
• 1+ years of contact center experience
• Strong written/verbal communication experience
• Strong computer skills with MS Office experience and the ability to navigate multiple systems at once