About the Role
Title: Coordinator II
Location: US Remote
Job Description:
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
In the role of Coordinator II, you’ll be tasked with overseeing a range of project-related tasks, such as examining orders and cases, developing processes, spearheading projects and presentations, organizing and refining data into final deliverables, and obtaining the required signoffs to adhere to management’s deadlines. The position allows for independent work as well as collaboration in small team settings within your direct support team and involves interaction with various departments across the company such as Network Implementation, Field Operations, Quantum Fiber Success, among others. You will act as an individual contributor as part of a dedicated and cooperative team committed to ensuring an outstanding customer experience.
Location and Schedule
- Work from home
- Monday through Friday – 40 hours a week
The Main Responsibilities
- Serves as a subject matter expert and white glove all Quantum and CenturyLink technologies – Quantum Fiber, CRIS, Ensemble product sets
- Works directly with customers communicating via phone and email to work escalations, order writing, work in progress order support, click to chat for sales support, copper to Quantum Fiber disconnects and various audit support.
- Utilizes
- specialized knowledge and skills to perform unique and/or complex administrative, technical or support tasks.
- Works on assignments requiring judgment and initiative within pre-
- determined guidelines and subject to periodic review.
- Readouts to leaders up and including Vice Presidents on escalations, process improvements, program and project management responsibilities
- Drives continuous customer experience improvements through initiatives, IT resolution and collaboration with other departments
- Exchanges information with customers both internally and externally requiring some interpretation and/or persuasion to ensure proper action
- Exhibit Lumen’s 8 behavior profiles- Teamwork, Trust, Transparency, Clarity, Courage, Customer Obsession, Growth Mindset and Allyship
This job is not available to applicants who will require visa sponsorship (examples: H-1B, L1, OPT, F-1, TN, etc.)
What We Look For in a Candidate
Preferred Qualifications:
- Ensemble Systems Knowledge
- Experience with various operating systems, applications, and platforms for CRIS, Ensemble and Quantum Fiber services
- Ability to troubleshoot, diagnose, and resolve technical problems
- Required Qualifications:
- Minimum 2 years related experience in specific area or equivalent.
- Associates degree or equivalent
- 2+ years demonstrated success in telecommunications support to end-user customers, including small business and residential customers using relationship management and system support concepts.
- Ability to organize day to multi-task and meet multiple deadlines while still participating in required meetings.
- Must be self-driven in learning new systems and processes.
- Experience in teaming effectively with others across different disciplines, functions, and organizations.
- Strong written and oral communication skills to include presentation skills, interpersonal skills, and a professional business image.
- Excellent communication, customer service, and problem-solving skills to deal with Conflict Management and Dispute Resolution
Preferred Qualifications:
- Ensemble Systems Knowledge
- Experience with various operating systems, applications, and platforms for CRIS, Ensemble and Quantum Fiber services
- Ability to troubleshoot, diagnose, and resolve technical problems