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Client Support Manager - Boise, United States - Idaho State Job Bank
Description
Client Support Manager at Lumen in Boise, Idaho, United States 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. 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 Lumen is a leading telecommunications company specializing in providing solutions for small to midsize businesses. Our commitment to excellence and customer satisfaction sets us apart in the industry.We are seeking a dynamic and experienced Client Support Manager to join our team and play a crucial role in enhancing the customer experience.
Overview:
As a Client Support Manager, you will serve as a dedicated customer advocate, focusing on enriching the customer experience throughout their lifecycle.
The support structure is primarily response-oriented, with a dual-tier approach to cater to the unique needs of small to midsize businesses.
The role will involve addressing the more reactionary needs of the mid to lower-tier customer segment, which may have higher churn tendencies.
Additionally, there will be a select group of accounts where proactive support measures are essential. For consideration, candidates must have prior sales and/or customer service experience in telecom or related industries. This is a Work From Home position available in any US-based location.The Main Responsibilities Essential Duties:
+ Prioritize and effectively manage customer requests and inquiries throughout lifecycle resulting in revenue retention and customer churn reduction + Perform internal bill reviews on all revenue impacting orders validating services match order and contract; initiate a billing disputes as necessary and support downstream credits accordingly + Monitor and assist in managing Early Term Liabilities (ETL's) waivers, ensuring ETL customer charges are valid and accurate + Negotiate credits directly with customers while representing company's best interests and working within financial guidelines; provide necessary approval for business decision credits + Provide assigned customers service inventories and spend as requested + Communicate with account team and customer regarding renewal opportunities and re-rates, clarify and appropriately message customer options while minimizing revenue writedowns + Validate customer contacts and encourage customer to complete relationship surveys + Assess customer risk (i.e.
leverage internal churn score) while offering appropriate customer treatment minimizing churn tendencies 'Select' Customers Only:
+ Support customer onboarding through promoting and influencing customer to self-serve through customer handbook and portal, educate customer on account team and internal contacts + Single point of contact for life-cycle events: When customer has questions regarding their account, general day to day questions, their CSM should be who they call + Conduct inventory service audits for customers + Facilitates Customer Business/Service Reviews by working with the account team to provide an overall review of the account based on the customer's needs; work to resolve any concerns that come from the review + Advocate on-net migrations by initiating customer conversation and promoting benefits of on-net services + Review Service Assurance process and provide escalation lists; available for any escalation needs throughout our relationship to enable continuity of your overall services What We Look For in a
Candidate General Business Skills:
+ General knowledge of marketing principles and processes.
Location Based Pay Ranges $ $59850 in these states:
AR, ID, KY, LA, ME, MS, NE, SC, and SD.
$ $63000 in these states:
AZ, AL, FL, GA, IN, IA, KS, MO, MT, NM, ND, OH, OK, PA, TN, UT, VT, WV, WI, and WY.
$ $66150 in these states:CO, HI, MI, MN, NV, NH, NC, OR, and RI.
$ $69300 in these states:
AK, CA, CT, DE, DC, IL, MD, MA, NJ, NY, TX, VA, and WA.
As with the pay range variety that's based on the region of a country, specific offers are determined by various factors such as experience, education, skills, certifications and other business needs.
What to Expect Next Requisition #:
Background Screening If you are selected for a position, there will be a background screen, which may include checks for criminal records and/or motor vehicle reports and/or drug screening, depending on the position requirements.
For more information on these checks, please refer to the Post Offer section of our FAQ page (. Job-related concerns identified during the background screening may disqualify you from the new position or your current role. Background results will be evaluated on a case-by-case basis.Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Equal Employment Opportunities We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, disability, genetic characteristic or information, age, gender, sexual orientation, gender identity, gender expression, 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.
Disclaimer The job responsibilities described above indicate the general nature and level of work performed by employees within this classification.
It is not intended to include a comprehensive inventory of all duties and responsibilities for this job. Job duties and responsibilities are subject to change based on evolving business needs and conditions.Salary Range Salary Min :
47880 Salary Max : 69300 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 here. ( 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 f To view full details and how to apply, please login or create a Job Seeker account
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