Easter Seals Jobs

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

Acts as the principal billing care specialist for our customer base. Analyzes and resolves billing disputes and/or collection related issues for customers. Recommends solutions and follows through to achieve resolution for the customer. Works cross functionally with our billing, collections, sales, service delivery, base management, customer success, and other teams to correct invoices, and/or collect payments and improve the customer experience. This position will require both written and verbal communication skills with internal and external customers.

Demonstrates a bias for action and a sense of urgency; sets goals and makes clear commitments to deliver results and meet deadlines; manages conflicting priorities; deals effectively and promptly with problems; maintains momentum and recovers quickly from setbacks.

CFS values our core Lumen behaviors of Teamwork, Trust, Transparency, Clarity, Courage, Customer Obsession, Growth Mindset, and Allyship. This position emphasizes these core Lumen behaviors.

Core Lumen Behaviors:

Teamwork

• Proactively identifying ways to contribute to the group and drawing upon a diverse range of perspectives to add value to one's work.

Trust

• Known as trustworthy and honest by others. Shows accountability by exceeding commitments and owning mistakes. A trusted role model for team members, being reliable and consistent in various situations.

Transparency

• Delivering complex information in a compelling manner, adapting swiftly and proactively to different situations, and accepting full responsibility for own mistakes and sharing learnings with others.

Clarity

• When one acts as a source of information, proactively disseminates knowledge and updates, listens actively and asks good questions, and consistently shares concise and informative status reports.

Courage

• People exemplify courage by modeling vulnerability, approaching the unknown with confidence, and assuming personal responsibility.

Customer Obsession

• Puts themselves in customer's shoes, listens with empathy and drives innovation, and consistently goes above and beyond to surpass customer expectations.

Growth Mindset

• Seeking additional ways to learn, investigating and discussing mistakes, and being innovative and sharing lessons.

Allyship

• Openly and actively champion efforts to increase inclusion, diversity, equity, and social justice. They challenge the biases of others and recommend different actions and approaches. Prioritizes inclusion in the work product or daily interactions.

Work Location

This is a fully remote position open to candidates based anywhere in the U.S.

The Main Responsibilities

• Resolve billing and/or collections related issues for business customers and contact customers via the phone and email to provide status.

• Update billing and/or collection tickets upon receipt within 24 hours and note tickets every 5 business days with next steps until the issue is resolved.

• Ability to manage ticket and/or collection queue to meet expected metrics set.

• Must have the ability to analytically problem solve using a variety of systems.

• Ability to adapt to a constantly changing environment.

• Collaborate with the customer, collectors, sales/base management teams, customer success, and other internal departments to resolve billing and/or collection related issues within the customer's established service level agreements.

• Works to determine when an adjustment is appropriate for a customer by providing documentation to support the decision. Works with manager or senior staff members on more complex billing and/or collection issues, or non-routine issues.

• Provides status to billing and/or collection management on aged tickets and other reports as requested.

• Perfect the customer experience by providing excellent service on every interaction (phone calls, emails, meetings, conference calls, etc.)

• Understand and act in accordance with each customer contract, statute, or regulatory tariff. This includes understanding how to address different types of payment terms, dispute timeframes, etc.

• May manage an assigned account base on request

What We Look For in a Candidate

Preferred Qualifications:

• Must be knowledgeable with MS Office Suite, primarily Microsoft Excel

• Excellent analytical, communication (verbal and written) and organizational skills

• Ability to prioritize issues in and timely, efficient manner, and manage a cyclical workload

• Ability to understand and utilize multiple systems for billing and/or collection and dispute management

• Good listening skills are necessary for consultative billing, collections, and to negotiate solutions that benefit the company and the customer

• Good customer service focus and experience

Minimum Qualifications:

• High School/GED; Associate degree preferred

• Field Of Study: Finance/Accounting/Telecom

• 1-2 years’ experience in a customer service 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

$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.

Requisition #: 334856

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 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 Deadline

09/16/2024