The Role

Responsible for supporting the delivery of requests for telecom services. Ensure requests are processed in a timely manner to meet SLA and customer expectations. Document all order activity and ensure data integrity in Lumen systems. Responsible for accurate and timely communication of order milestones to internal and externally facing teams – escalating as needed.

The Main Responsibilities

Essential Job Duties

• Demonstrate ability to efficiently and accurately process and manage Access Service Requests for multiple Lumen products or access provider(s)
• Demonstrate a consistent, elevated level of performance as measured by SLAs, M&Ps / SOPs, On-Time Performance and quality standards, and individual objectives
• Excel at managing the assigned queue using time management skills
• Excel at managing the assigned queue (could be an ACD call queue where assigned) to maintain service level objectives.