Customer Service and Sales Representative
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About The Position
Lumen is seeking Sales and Service Associates to provide exceptional customer service and support to our clients. In this role, you will be the first and final voice for Lumen customers who have questions, concerns, and inquiries related to their bills and accounts. As a Sales and Service Associate, you will be an empathetic listener and a solution-based champion, maintaining a key focus on accuracy and speed while assisting customers. Your personalized service will involve presenting offers and other products tailored to the customer's needs, ensuring a positive experience with Lumen. This is a full-time, work-from-home (WFH) contact center position, and you will be required to reside in specific states within a Reasonable Commute Area (RCA) as outlined in the contract. The training hours for this position are Monday to Friday from 9 am to 6 pm MST, with the next class starting on October 21st, 2024. You will work in a performance-driven environment, meeting quotas and related metrics across service, sales, and retention activities. Your responsibilities will include managing customers' pending orders and newly activated accounts, promoting and selling products and services, handling credit calls and payment arrangements, and navigating multiple billing systems to resolve complex collections activities. To succeed in this role, you will need to leverage customer retention processes and tactics, focusing on saving customers from disconnecting their services. You will also be expected to maintain and improve speed, accuracy, and quality results by adhering to established standards and guidelines. This position offers a unique opportunity to start a new career with Lumen while working from the comfort of your home, contributing to our mission of connecting the world and shaping the future.
