Customer Service and Sales Representative

Lumen is seeking Sales and Service Associates to provide the first and final voice for Lumen customers who have questions, concerns and inquiries related to their bill and account.  Sales and Service Associates are empathetic listeners, solution-based champions and they maintain a key focus on accuracy and speed assisting the customer. Through personalized service, our associates present offers and other products depending on the customer’s needs.

Location & Schedule

Location 

• This is a full-time, work-from-home (WFH) contact center position.
• This position is part of our Union with geographic requirements.  To be eligible, you must reside in one of the following states, and within those States, be within an RCA (Reasonable Commute Area) as outlined in the contract.
  • This includes: Arizona, Colorado, Idaho, Iowa, Minnesota, Nebraska, New Mexico, North Dakota, Oregon, South Dakota, Utah, Washington, Wyoming.

Schedule 

• The training hours are Monday-Friday from 9am-6pm MST
• Next Class Start Date: Monday, January 13, 2025

The Main Responsibilities

• Works with customers’ pending orders and newly activated accounts within their initial tenure as a customer
• Thrive in performance driven environment meeting quotas and related metrics across service, sales, and retention activities
• Identify solutions across multiple teams, including technicians in the field supporting installation
• Expected to promote and sell products and services to customers on every call.
• Responsible for handling credit calls, payment arrangements, etc. in our playing it where it lands (PIWL) strategy.
• Ability to navigate multiple billing systems to resolve complex collections activities
• Leverage customer retention processes and tactics, focused on saving customers from disconnecting their services
• Maintain and improve speed, accuracy, and quality results by adhering to standards and guidelines

What We Look For in a Candidate

• Six months of previous customer service experience.
• Positive attitude with willingness to learn and motivation to grow.
• Knowledge of Microsoft Office tools (Word, Excel, etc.)
• Communicate with customers in a positive tone with both written and oral.
• Flexible to work various shifts as necessary (No nights or weekends)
• Meet and exceed monthly service, sales and retention related goals.
• Adhere to schedule including scheduled breaks and lunch
• As a work-from-home employee, Lumen will supply you with a desktop computer running Windows 10, a second monitor, a keyboard, a mouse, a USB headset, and a webcam.  You must meet the following physical/logistical requirements for “at-home” work in this position:
  • High-Speed Internet Service (with minimum speed of 10 mbps) and unlimited internet access is required. It is also important that you have a stable, reliable and uninterrupted internet service for the position.
  • Computer must be physically connected to a modem/router using an Ethernet cable (i.e. your computer cannot be run on a wireless connection).
  • Establish a dedicated workplace in your home or work location. The workplace must have an adequate work surface and be free of background noise / distractions that may interrupt calls.

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Compensation

For this class, the starting rate will be $18.19/hr.