Lumen is Hiring Work at Dwelling Now!

The Buyer Service Account Specialist II supplies the primary and closing voice for Lumen prospects who’ve questions, issues and inquiries associated to their invoice and account.  The Buyer Service Account Specialist II is an empathetic listener, a solution-based champion and maintains a key give attention to accuracy and pace for helping the shopper. 

At Lumen, we imagine an essential ingredient in offering wonderful customer support is having an incredible staff.  To keep up and construct that staff we all know that pouring improvement into the on a regular basis position and obligations is the important thing to constructing a rewarding profession.  We provide a beneficiant compensation bundle full with holistic advantages and a tradition that ensures that YOU really feel needed, included and a part of the platform of wonderful!   

Be current and prepared for each buyer by having excellent attendance and exhibiting worth to the shopper’s by lowering maintain occasions and responding well timed to all inquiries. 
Present care to every buyer by actively listening to buyer’s issues and questions concerning their invoice and resolving issues in a well timed method.  This might contain taking inbound calls or chats with current prospects. 
Answerable for utilizing techniques, instruments and scripted language to make sure that you’re complying with laws and legal guidelines.  This implies following high quality requirements and at all times placing the purchasers’ rights and issues first.
Present real empathy and professionalism when working with prospects who require fee preparations and be ready to supply options.
Be capable to negotiate and construct absolute best outcomes for the shopper when working by means of delinquent account decision. 
Specialised dealing with of pending orders and newly activated accounts inside their preliminary tenure as a buyer, facilitating options throughout a number of groups inside the firm, together with technicians within the area supporting set up, billing investigation groups and order corrections.
Managing of particular person buyer instances, that require navigation of a number of techniques, coordination with back-office groups and outbound contacts with prospects till decision is achieved.
Promotes and sells services to prospects by consulting with prospects and gathering and evaluating information to determine telecommunications wants, providing essentially the most acceptable options for buyer wants, persuading buyer to buy, and overcoming objections and issues, as needed.
Means to navigate a number of billing techniques to resolve complicated collections actions, together with billing and fee investigations.  Examples of those actions could embrace instances which might be associated to chapter and different claims.
Means to successfully leverage buyer retention processes and ways, targeted on saving prospects from disconnecting their providers.
Work in a efficiency pushed atmosphere that requires the worker to satisfy quotas and associated metrics throughout service, gross sales, and retention actions.
Keep and enhance pace, accuracy, and high quality outcomes by adhering to requirements and tips.

Should posses at the least six months of earlier customer support expertise. 
Should posses a powerful optimistic perspective with willingness to study and motivation to gro

• Should posses working information of Microsoft Workplace instruments (Phrase, Excel, and many others) and have total pc literacy. 
• Should posses skill to speak clearly, precisely and in a optimistic tone with prospects each written and oral.
• Have to be versatile to work numerous shifts, together with weekends, evenings, and holidays as needed (No Sundays)
• Will need to have work ethic that displays respect to your teammates, prospects and management by arriving to scheduled shifts on time and getting back from all breaks on time. 
• Means to satisfy and exceed month-to-month service, gross sales and retention associated targets. 
• Should posses skill to speak clearly, precisely and in a optimistic tone with prospects each written and oral.  Should be capable of ask follow-up questions to grasp the basis explanation for a difficulty to assist ship an answer.