Lumen Hiring for Sales and Service Associate – Work at Home Job at Remote Full Time

The Role

The Sales and Service Associate provides the first and final voice for Lumen customers who have questions, concerns and inquiries related to their bill and account. The Sales and Service Associate is an empathetic listener, a solution-based champion and maintains a key focus on accuracy and speed for assisting the customer.

At Lumen, we believe an important ingredient in providing amazing customer service is having an amazing team. To maintain and build that team we know that pouring development into the everyday role and responsibilities is the key to building a rewarding career. We offer a generous compensation package complete with holistic benefits and a culture that ensures that YOU feel wanted, included and part of the platform of amazing!

The Main Responsibilities

• Specialized handling of pending orders and newly activated accounts within their initial tenure as a customer, facilitating solutions across multiple teams within the company, including technicians in the field supporting installation, billing investigation teams and order corrections.
• Managing of individual customer cases, that require navigation of multiple systems, coordination with back-office teams and outbound contacts with customers until resolution is achieved.
• Promotes and sells products and services to customers by consulting with customers and gathering and evaluating data to establish telecommunications needs, offering the most appropriate solutions for customer needs, persuading customer to purchase, and overcoming objections and concerns, as necessary.
• Ability to navigate multiple billing systems to resolve complex collections activities, including billing and payment investigations. Examples of these activities may include cases that are related to bankruptcy and other claims.
• Ability to effectively leverage customer retention processes and tactics, focused on saving customers from disconnecting their services.
• Work in a performance driven environment that requires the employee to meet quotas and related metrics across service, sales, and retention activities.
• Maintain and improve speed, accuracy, and quality results by adhering to standards and guidelines.

What We Look For in a Candidate

What Skills are Required for Day One Success (Don’t worry we will train the rest)

Please note this position is part of our Union team and has geographic requirements. You MUST reside in one of the following states and within those States within a RCA (Reasonable Commute Area) as outlined in the Contract. Arizona, Colorado, Idaho, Iowa, Minnesota, Nebraska, New Mexico, North Dakota, Oregon, South Dakota, Utah, Washington and Wyoming. If you do not live in one of these States please consider applying to our Customer Service Account Specialist II (REQ ID – 269092).

Must posses at least six months of previous customer service experience.
Must posses a strong positive attitude with willingness to learn and motivation to grow.
Must posses working knowledge of Microsoft Office tools (Word, Excel, etc) and have overall computer literacy.
Must posses ability to communicate clearly, accurately and in a positive tone with customers both written and oral.
Must be flexible to work various shifts as necessary (No nights or weekends)
Must have work ethic that reflects respect to your teammates, customers and leadership by arriving to scheduled shifts on time and returning from all breaks on time.
Ability to meet and exceed monthly service, sales and retention related goals.
Must posses ability to communicate clearly, accurately and in a positive tone with customers both written and oral. Must be able to ask follow-up questions to understand the root cause of an issue to help deliver a solution.
Must have work ethic that reflects respect to your teammates, customers and leadership by arriving to scheduled shifts on time and returning from all breaks on time.

What to Expect Next