Coordinator II

at Lumen in Springfield, Illinois, 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.

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

Compensation

The starting salary for this role differs based on the employee’s primary work location. Employees typically do not start at the top of the range, though compensation depends on each individual’s qualifications.

Location Based Pay Ranges

$38119 – $50825 in these states: AR, ID, KY, LA, ME, MS, NE, SC, and SD.

$40500 – $53500 in these states: AZ, AL, FL, GA, IN, IA, KS, MO, MT, NM, ND, OH, OK, PA, TN, UT, VT, WV, WI, and WY.

$42132 – $56175 in these states: CO, HI, MI, MN, NV, NH, NC, OR, and RI.

$44138 – $58850 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

Based on your job application information you may be given the opportunity to complete a video interview immediately after applying. This will include a set of questions for you to record a response to in addition to Game Challenges. Completion of this video interview is a requirement in order to be considered for our open position. Now not a good time? No worries, we will also send you an email with a link to complete the video interview. We strongly recommend that you complete this within 5 days of your application date.

Requisition #: 334326

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 (https://jobs.lumen.com/global/en/faq) . 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 :

38119

Salary Max :

58850

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