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.
Lumen’s commitment to workplace inclusion and employee support shines bright. We’ve made the Newsweek 2024 Greatest Workplaces for Diversity list and achieved a perfect score of 100 on the Human Rights Campaign Corporate Equality Index (CEI) for the fifth consecutive year. Plus, we’re the top employer in the communications and telecom industry, ranking 12th overall across all industries in The American Opportunity Index.
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 Service Delivery Coordinator (SDC) is responsible for responding to incoming customer inquiries, complaints, billing and toll questions related to the regulated and unregulated charges billed by Lumen to customer’s satisfaction.
The Service Delivery Coordinator is a Regular Full-Time employee who is scheduled to work at least forty (40) hours per calendar week. Mandatory overtime can occur, sometimes with short notice, and is based on volume and the needs of the business.
The position is Work From Home, but is center based. The center hours are 7:00 AM to 7:00 PM CST Monday through Friday (center hours subject to change).
Work Location
This is a CWA position and is required to be filled in one of the following states: AZ, CO, IA, ID, MN, MT, ND, NE, NM, OR, SD, UT, WA, WY.
The Main Responsibilities
We are looking for a Service Delivery Coordinator that will be the liaison between our company and its current and potential customers. The successful candidate will be able to accept ownership for effectively solving customer issues, complaints and inquiries; keeping customer satisfaction at the core of every decision and behavior. As a representative, you will be required to:
· Analyze and resolve billing disputes for internal and external customers
· Recommend solutions and follow through to achieve resolution for our customers
· Work cross-functionally with our customers, billing, collections, sales, Customer Success and other departments to correct invoices and improve the customer experience
· Understand and act in accordance with each customer contract, statute, or regulatory tariff. This includes understanding how to address different types of payment terms, dispute timeframes, etc.
· Works to determine when an adjustment is appropriate for a customer by providing documentation to support the decision. Works with manager or senior staff members on more complex billing and/or collection issues, or non-routine issues
· Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives
· Perfect the customer experience by providing excellent service on every interaction (phone calls, emails, meetings, conference calls, etc.)
· Analytically problem solve using a variety of systems
· May be assigned an account base for dispute resolution and/or collection management
· Adapt to constantly changing environment
· Meet personal & team qualitative and quantitative targets
· Strive to maintain a professional attendance record
What We Look For in a Candidate
· Strong customer service skills and experience with direct customer contact
· Experience with & knowledge of general billing inquiry and dispute resolution, account resolution and adjustments
· Strong communication (oral and written) and problem-solving skills
· Ability to communicate and follow up with the negotiators and other departments
· Ability to multi-task in a fast-paced environment
· Ability to use and navigate a Computer, Microsoft Excel, Word, and Outlook
Preferred:
· Billing experience, including systems: BOSS, CARS, OSCAR, Ensemble and CABS
· Knowledge of telecom products and services including traditional Voice, High Speed Internet, Ethernet, IP Voice, Managed Hosting, Private Line, Networking, Contracts, Cloud and other products and services Self-starter
· Accounts Receivable
Legal Statements
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.
Compensation
The starting salary for this role differs based on the employee’s primary work location. Employees typically do not start at the top of the range, though compensation depends on each individual’s qualifications.
Location Based Pay Ranges
$14.02 – $34.51 in these states: AZ, CO, IA, ID, MN, MT, ND, NE, NM, OR, SD, UT, WA, WY.
As with the pay range variety that’s based on the region of a country, specific offers are determined by various factors such as experience, education, skills, certifications and other business needs.
What to Expect Next
Requisition #: 335989
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. 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.
This position is part of a bargaining unit and represented by a union. Depending upon the applicable collective bargaining agreement under which you may be hired, you may be: (a) required to join the union and pay union dues as a condition of employment; or, (b) required to pay union dues, but not join the union as a condition of employment; or (c) free to chose whether or not to join the union, but if you do join the union you would be obligated to pay union dues.
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.
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