Event Management Specialist I-Broomfield, CO; Littleton, CO; Tulsa, OK

Company: Lumen
Location: Broomfield
Posted on: April 27, 2021

Job Description:

About Lumen
Lumen is guided by our belief that humanity is at its best when technology advances the way we live and work. With 450,000 route fiber miles serving customers in more than 60 countries, we deliver the fastest, most secure global platform for applications and data to help businesses, government and communities deliver amazing experiences. Learn more about Lumen's network, edge cloud, security and communication and collaboration solutions and our purpose to further human progress through technology at news.lumen.com, LinkedIn: /lumentechnologies, Facebook: /lumentechnologies, and YouTube: /lumentechnologies. The Role This position is responsible for command and control: Facilitating a technical audio or group chat bridge which includes gathering necessary repair agents into one communications forum to capture live-time triage efforts. The Main Responsibilities

• Translates technical details and documents status of repair activities into customer-facing summaries for live time outages (Network Outages/Events or Scheduled Maintenances/Change Activities) and for post-incident root cause reporting reason for outage reports.
• Ensures customer communication requirements are met at committed intervals to promote a positive customer experience during difficult outage scenarios.
• Perform escalation management to ensure outage restoration is progressing at an expected pace.
• Adheres to all internal processes to ensure the information is captured and that the workflow is executed accurately and within outlined service level objectives.
• Responsible for understanding and impacts associated with a given outage and ensuring trouble tickets are opened and managed from incident start through closure, which includes impact correlation of different technologies or products which are down due to the same outage.
• Responsible for post-incident follow-up with necessary repair teams to ascertain critical information that was not available during the incident.
• Responsible for communicating conclusive non-proprietary information to clients.
• Responsible for on-time filing regulatory reports for FCC, regional, and local agencies. What We Look For in a Candidate Education:
  • Associates degree or 3 plus years of relevant job experience in a customer service role
  • The applicant may be requested to submit a writing sample
    • Excellent written and verbal communication skills.
    • Experience with customer service.
    • Ability to deliver difficult messages in a clear, concise, and empathetic manner
    • Ability to convey a sense of urgency in written communications
    • Attention to detail with good organizational capabilities.
    • Ability to prioritize with good time management skills.
    • Sound ability to effectively manage conflict in stressful situations
    • Must be capable of learning and supporting technical aspects of products and services to include transport, IP, and voice.
    • Ability to use effective approaches for choosing a course of action or reaching valid conclusions.
    • Ability to effectively manage an issue from inception to closure and work. What to Expect Next Requisition #: 249044EEO Statement
      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, 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 above job definition information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Job duties and responsibilities are subject to change based on changing business needs and conditions.
      Salary Range Salary Min : 33300Salary Max : 74400This 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. 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. Note: For union-represented postings, wage rates and ranges are governed by applicable collective bargaining agreement provisions. Salary Range Salary Min : 33300Salary Max : 74400 This information reflects the base salary pay range for this job based on current national market data. Ranges may vary based on the job's location. We offer competitive pay that varies based on individual experience, qualifications and other relevant factors. We encourage you to apply to positions that you are interested in and for which you believe you are qualified. To learn more, you are welcome to discuss with us as you move through the selection process.

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