About Lumen
Lumen is guided by our belief that humanity is at its best when technology advances the way we live and work. With 450,000 route fiber miles serving customers in more than 60 countries, we deliver the fastest, most secure global platform for applications and data to help businesses, government and communities deliver amazing experiences. Learn more about Lumen’s network, edge cloud, security and communication and collaboration solutions and our purpose to further human progress through technology at news.lumen.com, LinkedIn: /lumentechnologies, Twitter: @lumentechco, Facebook: /lumentechnologies, Instagram: @lumentechnologies and YouTube: /lumentechnologies.
The Role
- This is a customer facing position
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The Customer Engagement Advocate I acts as the customer advocate throughout the lifecycle of the account to help develop account plans and revenue growth plans across the customer base- As the customer concierge, the Customer Engagement Advocate recommends new products/ services while supporting all efforts to renew or rerate customers, answer customer questions, directs the customer to appropriate internal contacts and provides support during times of organizational transitions
The Main Responsibilities
- Retention Focus for “Platinum” customer base within the assigned Region
- Develop and manage customer relationships to retain existing revenue inclusive of primary contract renewal responsibility within assigned “Gold” account base
- Work delegated cases from Sr Customer Engagement Advocate and Customer Engagement Advocate II, via cases in Salesforce
- Leverage Gainsight Calls to Action or CTAs to manage workload and tasks
- Maintain customer inventory for assigned module, including term expiration, keeping integrity with services sold.
- Portal On boarding/process training
- Provide Move Add and Change order support for these customers
What We Look For in a Candidate
- Minimum 1 year experience in Sales and Systems for all Legacy Organizations
- High School Diploma or GED. College preferred
- Knowledge of billing systems
- Opening billing tickets in Fusion
- Pulling invoices from various systems
- Proficiency in Microsoft Outlook, Word, Excel and PowerPoint
- Positive Attitude
- Customer facing attitude
- Receptive and open to change
- Accountability and ownership
- Collaboration with cross functional teams
- Proactive communication
- Sense of urgency
- Strong organizational skills
- Ability to prioritize and work in a fast-paced environment
What to Expect Next
Based on your job application information you may be given the opportunity to complete a video interview immediately after applying. This will include a set of questions for you to record a response to in addition to Game Challenges. Completion of this video interview is a first step in the process in consideration.
Please complete the assessment within 5 days of your application so we can expedite your consideration for the role.
Requisition #: 329221
When applying for a position, you may be subject to a background screen (criminal records check, motor vehicle report, and/or drug screen), depending on the requirements for the position. More information on what’s included in these checks can be found in the Post Offer section of our FAQ page. Job-related concerns noted in the background screen may disqualify you from the new position or your current role. Background results will be evaluated on a case-by-case basis.
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.
EEO Statement
We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, creed, veteran status, disability, medical condition, genetic characteristic or information, age, sex, gender, sexual orientation, gender identity, 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.
NOTE: Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Disclaimer
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.
Salary Range
30375
67500
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.
This position is eligible for either short-term incentives or sales compensation. Director and VP positions also are eligible for long-term incentive. To learn more about our bonus structure, you can view additional information here. We're able to answer any additional questions you may have as you move through the selection process.
As part of our comprehensive benefits package, Lumen offers a broad range of Health, Life, Voluntary Lifestyle and other benefits and perks that enhance your physical, mental, emotional and financial wellbeing. You can learn more by clicking here.
Note: For union-represented postings, wage rates and ranges are governed by applicable collective bargaining agreement provisions.
