Service Delivery Rep III

About LumenLumen 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 RoleThe Service Delivery Representative is responsible for ensuring a positive customer experience through the effective orchestration of tasks associated to implementing a service. Responsibilities include guiding customers through the Lumen implementation process for new orders, serving as the single point of contact for the duration of each implementation for all updates, and internal resource coordination to meet customer want dates.LocationThis role is Work from Home and can be based anywhere in the United States.The Main Responsibilities

Provide excellent customer service throughout the lifecycle of client implementation.

Planning and managing projects according to project standards set by the business and the customer.

Complete all operational and organizational tasks/processes independently and autonomously in projects.

Owner for assigned continuance implementations – must command and control the orchestration of the successful decommission of services.

Schedule and chair update meetings if necessary.

Manage collaboration with the (internal and external) units involved in the project as well as serving as the customer's first point of contact.

Functional management of project employees and project managers within the scope of overall project management.

Manage order risk through comprehensive mitigation assessment and planning techniques.

Coordinate the work efforts of multiple functional teams to ensure all milestones are met.

Manage the work efforts with 3 rd party vendors to make sure all milestones are met.

Track and measure implementation progress to provide customer with project/order status and escalate client-impacting issues.

Participate in company sponsored and individual training efforts to refine and improve existing skill sets and gain new relevant skills.

Execute on directives deemed necessary by management.

What We Look For in a CandidateRequired skills:

Sound inter-personal skills – (ability to not only work within a team environment, but also drive critical situations)

Ability to demonstrate analytical and problem-solving skills

Strong written, oral, and presentation skills – (ability to lead client meetings with key senior personnel, must be able to adapt communication style to the audience)

Ability to effectively coordinate internal resources to accomplish key milestones

Working knowledge of Lumen internal departments, process flows, product offerings, systems, portal, and customer satisfaction initiatives

Excellent time management skills - (ability to set priorities and multitask as necessary)

Ability to make sound decisions – (ability to effectively balance logic with data to make sound decisions)

Proficient in Microsoft Office programs

Associate’s degree or equivalent experience

Desired skills:

PMP training – seeking project management related certification

ITIL V2 / V3 knowledge – seeking V3 certification

Competency in one or more technical areas

CompensationThe 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$44532 - $59375 in these states: AR, ID, KY, LA, ME, MS, NE, SC, and SD.$46800 - $62500 in these states: AZ, AL, FL, GA, IN, IA, KS, MO, MT, NM, ND, OH, OK, PA, TN, UT, VT, WV, WI, and WY.$49219 - $65625 in these states: CO, HI, MI, MN, NV, NH, NC, OR, and RI.$51563 - $68750 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 NextBased 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 #: 334752Background ScreeningIf 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 OpportunitiesWe 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.DisclaimerThe 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 RangeSalary Min :44532Salary Max :68750This 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. (https://jobs.lumen.com/global/en/compensation-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. You can learn more by clicking here. (https://centurylinkbenefits.com)Please be advised that Lumen does not require any form of payment from job applicants during the recruitment process. All legitimate job openings will be posted on our official website or communicated through official company email addresses. If you encounter any job offers that request payment in exchange for employment at Lumen, they are not for employment with us, but may relate to another company with a similar name.Note: For union-represented postings, wage rates and ranges are governed by applicable collective bargaining agreement provisions.Application Deadline10/01/2024