Customer Ambassador CWA [United States]

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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

The Role

The Customer Ambassador position works cross functionally to deliver a best in world experience for our customers. This position will be responsible for portions of the customer relationship such as care, service issues, or delivery of service. Success in this role will be measured by customer feedback, collaboration with impacted teams, supplemental customer research, and synthesis of multiple inputs to fully understand and assist the customers’ journey. This role will identify root causes, design solutions, implement improvements, and measure results. This is a highly collaborative role with great opportunity to drive an excellent customer experience. As the voice of Lumen, you will act as an advocate for the product and as a champion for our customers.

Posted: 5/23/2023

Closing: 6/2/2023

The Main Responsibilities

• Effectively resolves customer questions through chat, telephone, or email in a considerate and timely manner.
• Takes ownership of technical issues and customer problems from beginning to end.
• Composes thoughtful, personalized responses to a variety of customer requests.
• Triages incoming requests and spot trends in customer issues to flag for other teams or support organizations.
• Identifies, reproduces, and documents bugs/issues causing ‘unhappy path’ for the support organizations.
• Contributes to the ongoing learning and success of the team by contributing or creating documentation for customers and other employees.
• Collaborates with operational groups to identify opportunities to improve the customer experience in provisioning, delivery, and usage of our services.
• Overall responsibility to ensure customers’ expectations are met in the delivery and usage of their services employing a proactive problem-solving approach.

What We Look For in a Candidate

• Demonstrated proactive problem solving and strategic thinking skills.
• May require night, overnight, and/or weekend shifts.
• This position is a Work from Home position but requires that home address (work location) is located in an RCA as outlined in Addendum 6 of the District 7 CWA agreement. You must reside in one of the following states: Arizona, Colorado Idaho, Iowa, Minnesota, Nebraska, New Mexico, North Dakota, Oregon, South Dakota, Utah, Washington, Wyoming.

What to Expect Next

Requisition #: 328371

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

Salary Min :

12

Salary Max :

29

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 . 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.

Note: For union-represented postings, wage rates and ranges are governed by applicable collective bargaining agreement provisions.

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