Customer Engagement Associate II Job 2024 Full Time

The Role

• This is a customer facing position
• The Customer Engagement Associate II provides service to assigned territories within a dedicated region within the Public Sector organization
• Responsibility includes Moves, Adds and Changes of existing customers and accounts while contributing to the sales and field operations goals and objectives. Additional responsibilities may include assisting customer with service migrations and disconnects

The Main Responsibilities

• Managing the account strategy within the Public Sector account base for moves, adds and changes (MAC). This position will facilitate all required duties and tasks necessary to deliver a positive customer experience using existing tools and resources. Responsible to manage workload via cases and updates within salesforce.com. This position is the primary point of contact for the customer during the Ordering phase of the customer lifecycle.
• Carefully monitor and track orders through to completion
  • Own the MAC and new order activity for multiple Lumen services from quote to completion
  • Proactive Communication – Communication to customer and internal stakeholders, with introduction and timelines within defined SLAs
  • Cross Functional Communication – Work closely with eco teams i.e., Order Packaging Desk (OPD)/Order Entry (OE)/Service Delivery and Customer Care; for large projects, this position will work with Sales Support Associate and Sales
• Opportunity and Funnel Management
  • Manage case and opportunity through the various stages in Salesforce and update comments real time
  • Manage the opportunity through the various stages in Salesforce and update comments real time
  • Opportunity values needs to be accurate based on MAC activity
• Quoting Process – Any case which requires a new build will require the submission into the Capital Approval Tool (CAT) /Capital Approval Request (CAR) tool
• Site Surveys – Overlay support for these opportunities
  • Dictated by the contract if no fiber on the contract–
  • Design Service Request (DSR) will need to be submitted
  • All Metro Ethernet Orders (MOE) require a DSR
• Mailbox Management – Certain customers require dedicated mailboxes and these mailboxes have to be managed

What We Look For in a Candidate

• Minimum 3 years experience in Sales and Systems for all Legacy Organizations
• Knowledge of order processing and completion
• Proficiency in Microsoft Outlook, Word, Excel, and PowerPoint
• Positive Attitude
• Customer facing attitude
• Receptive and open to change
• Accountability and ownership
• Collaboration with cross functional teams
• Proactive communication
• Sense of urgency
• Strong organizational skills
• Ability to prioritize and work in a fast-paced environment

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

$46313 – $61750 in these states: AR, ID, KY, LA, ME, MS, NE, SC, and SD.
$48700 – $65000 in these states: AZ, AL, FL, GA, IN, IA, KS, MO, MT, NM, ND, OH, OK, PA, TN, UT, VT, WV, WI, and WY.
$51188 – $68250 in these states: CO, HI, MI, MN, NV, NH, NC, OR, and RI.
$53625 – $71500 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.