Client Escalations Coordinator I

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. 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 Client Escalation Coordinator is a customer-facing role that engages with our business customers who have escalated to senior leadership, outside agency (public utility commission, FCC), or social media and resolves the escalation to completion. This is accomplished by leveraging your vast knowledge of systems and ability to navigate the internal workings of Lumen on behalf of the customer, while providing excellent communication and status updates to both the customer and intake source. The goal of the position is to take a poor customer experience and turn it into a positive experience.

Working hours: 9 am - 5 pm / 10 am - 6 pm CET

The Main Responsibilities

• Act as a screener and assigner for the team, as required
• Act as the single point of contact for customer and internal escalation management. Ensure high quality customer service with emphasis on timely resolution and thorough problem definition and identification.
• Take charge of resolving escalations and issues, escalate internally when needed.
• Maintain customer communication throughout the resolution process.
• Document and take notes on progress, logging the information in Salesforce. Create and share best practices and feedback to the Customer Success Managers Assist with additional projects such as NPS surveys as needed.
  
  

What We Look For In a Candidate

• Experience: 5+ years’ customer success or account management experience
• Education Level: Bachelor's Degree or equivalent work experience
• Experience working with and supporting enterprise customers, evaluating, and responding to needs with empathy and integrity
• Excellent communication and interpersonal skills with ability to de-escalate difficult situations Ability to proactively solve problems, make decisions on issue resolutions while effectively negotiating directly with the customer and internally on their behalf
• Technical aptitude to learn data networking technologies, products, and features
• A high level of accuracy and attention to detail with good organizational capabilities
• Ability to interpret customer data points and insights, prioritize and respond accordingly Prioritize and manage multiple workstreams and task lists with strong time management skills
• Ability to quickly learn various software, web-based platforms, and systems in accessing data
• Working knowledge of MS Office suite
  
  

Requisition #: 337715

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.

We are committed to making reasonable adjustments to the recruitment process for people with disabilities. If there is anything we can do to help you, please let us know.

We are committed to providing equal employment opportunities to all persons regardless of race, religion, colour, sex, age, disability or sexual orientation or any other status protected by local or national law. We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training.

Join a diverse and inclusive culture where everyone is welcome and every voice is heard. A culture where people feel they belong, can be themselves and feel inspired to share different perspectives. Our culture, shared values and behaviours truly make Lumen a fantastic place to work and provides an environment where people can genuinely thrive.