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

Work Location

This position has been designated as fully remote in the U.S.

The Main Responsibilities

• Address basic inquiries from internal and external customers, including billing inquiries, order status and service validation.

• Deliver an exceptional customer experience through effective written and verbal communication skills.

• Manage requests received via email, chat and other intake sources.

• Resolve complex customer issues by using various systems and resources.

• Utilize systems to properly authenticate customers.

• Offer general support and navigation assistance of Lumen’s customer portal.

• Collaborate with internal teams including: Order Entry, Account Teams, Billing and Portal Support and others to ensure the best customer experience.

• Validate customer request types to create Move, Add, Change (MAC) order requests.

• Identify and document the root cause of customer issues using active listening and customer-service-focused questions.

• Performance managed to Production, CSAT, and Quality Audits.

What We Look For in a Candidate

Required:

• High School diploma or GED or equivalent

• 1+ years of contact center experience

• Strong computer skills with MS Office experience and the ability to navigate multiple systems at once

• Strong written/verbal communication experience

• Strong Customer Service skills

Preferred:

• Knowledge of technology/telecommunications industry

Compensation

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.

Location Based Pay Ranges:

$37,000 - $46,250 in these states: AL, AR, AZ, FL, GA, IA, ID, IN, KS, KY, LA, ME, MO, MS, MT, ND, NE, NM, OH, OK, PA, SC, SD, TN, UT, VT, WI, WV, and WY.

$38,850 - $48,563 in these states: CO, HI, MI, MN, NC, NH, NV, OR, and RI.

$40,793 - $50,991 in these states: AK, CA, CT, DC, DE, IL, MA, MD, NJ, NY, TX, VA, and WA.

Lumen offers a comprehensive package featuring a broad range of Health, Life, Voluntary Lifestyle benefits and other perks that enhance your physical, mental, emotional and financial wellbeing. We're able to answer any additional questions you may have about our bonus structure (short-term incentives, long-term incentives and/or sales compensation) as you move through the selection process.

Learn more about Lumen's:

• Benefits (https://www.lumenbenefits.com/httpdocs2/index.html)

• Bonus Structure

Requisition #: 336635

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 (https://jobs.lumen.com/i/global/en/faqs) . 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.

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.

In any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information.

Please be advised that Lumen does not require any form of payment from job applicants during the recruitment process. All legitimate job openings will be posted on our official website or communicated through official company email addresses. If you encounter any job offers that request payment in exchange for employment at Lumen, they are not for employment with us, but may relate to another company with a similar name.

Application Deadline

02/20/2025