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Client Support Manager

    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

    Lumen is a leading telecommunications company specializing in providing solutions for small to midsize businesses. Our commitment to excellence and customer satisfaction sets us apart in the industry. We are seeking a dynamic and experienced Client Support Manager to join our team and play a crucial role in enhancing the customer experience.

    Overview: As a Client Support Manager, you will serve as a dedicated customer advocate, focusing on enriching the customer experience throughout their lifecycle. The support structure is primarily response-oriented, with a dual-tier approach to cater to the unique needs of small to midsize businesses. The role will involve addressing the more reactionary needs of the mid to lower-tier customer segment, which may have higher churn tendencies. Additionally, there will be a select group of accounts where proactive support measures are essential.

    For consideration, candidates must have prior sales and/or customer service experience in telecom or related industries. This is a Work From Home position available in any US-based location.

    The Main Responsibilities

    Essential Duties:

    Prioritize and effectively manage customer requests and inquiries throughout lifecycle resulting in revenue retention and customer churn reduction Perform internal bill reviews on all revenue impacting orders validating services match order and contract; initiate a billing disputes as necessary and support downstream credits accordingly Monitor and assist in managing Early Term Liabilities (ETL’s) waivers, ensuring ETL customer charges are valid and accurate Negotiate credits directly with customers while representing company’s best interests and working within financial guidelines; provide necessary approval for business decision credits Provide assigned customers service inventories and spend as requested Communicate with account team and customer regarding renewal opportunities and re-rates, clarify and appropriately message customer options while minimizing revenue writedowns Validate customer contacts and encourage customer to complete relationship surveys Assess customer risk (i.e. leverage internal churn score) while offering appropriate customer treatment minimizing churn tendencies

    “Select” Customers Only:

    Support customer onboarding through promoting and influencing customer to self-serve through customer handbook and portal, educate customer on account team and internal contacts Single point of contact for life-cycle events:  When customer has questions regarding their account, general day to day questions, their CSM should be who they call Conduct inventory service audits for customers Facilitates Customer Business/Service Reviews by working with the account team to provide an overall review of the account based on the customer’s needs; work to resolve any concerns that come from the review Advocate on-net migrations by initiating customer conversation and promoting benefits of on-net services Review Service Assurance process and provide escalation lists; available for any escalation needs throughout our relationship to enable continuity of your overall services

    What We Look For in a Candidate

    General Business Skills:

    General knowledge of marketing principles and processes. Good Phone Skills Conflict Management/Dispute Resolution Conversation skills/Interpersonal Skills Oral and Written Communication Skills Active Listening PC Skills

    Education/Experience:

    Bachelor’s Degree in Business or Telecommunications preferred. Demonstrated success in telecommunications sales to end-user customers, including strategic and large business customers using relationship management and system sales concepts.

    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

    $47880 – $59850 in these states: AR, ID, KY, LA, ME, MS, NE, SC, and SD.
    $50400 – $63000 in these states: AZ, AL, FL, GA, IN, IA, KS, MO, MT, NM, ND, OH, OK, PA, TN, UT, VT, WV, WI, and WY.
    $52920 – $66150 in these states: CO, HI, MI, MN, NV, NH, NC, OR, and RI.
    $55440 – $69300 in these states: AK, CA, CT, DE, DC, IL, MD, MA, NJ, NY, TX, VA, and WA.

    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.

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