Customer Care Specialist

Lumos is looking for a full-time Customer Care Specialist! If you are a Customer Care Specialist who’s excited for a fast-paced experience, ready to help us grow, and ready to recommend process changes that ensure we’re harnessing our technology to the best of our ability while broadening our scope doing any and all residential and business inquires.

Company Summary

Lumos provides 100% Fiber-Optic Internet access to more than 375,000 homes and businesses in Virginia, North Carolina, and South Carolina and has recently announced expansion into Ohio and Kentucky.

We believe that the possibilities of tomorrow cannot be built on the infrastructure of yesterday. That’s why we’re building a 100% Fiber Optic network from the ground up for families, businesses, and communities, backed by local, expert customer service. An Internet built for that most hopeful of all things – the future. Because whatever the future holds, Lumos makes it faster.

Our Mission and Values

At Lumos, we are driven by our commitment to a brighter tomorrow. We take pride in being the first to deliver 100% Fiber Optic Internet for families, small businesses, and communities. We know the possibilities of tomorrow can’t be built on the infrastructure of yesterday. And when we deliver uninterrupted Internet and limitless capacity, we create new opportunities for everyone.

We believe that the past is over, and the future is fast. That’s why we are who we are: the disruptors of the status quo. Guided by our purpose and startup mindset, we step up, move first, and adapt as we go. Here, there’s no hierarchy, only hustle.

We are all servant leaders, confident in our purpose and humble enough to pay close attention to the details. We all have the power to help solve problems and find solutions for our customers and teammates - and we do - by putting people first and doing whatever it takes to build loyalty with our customers and within our team.

We’re passionate about our customers’ experience. Their futures don’t stand still, and neither do ours. We’ll never stop reinventing ourselves to meet our customers’ evolving needs - because we know that our work, delivering 100% fiber optic internet, truly changes people’s lives.

Essential Functions

• Accepts both inbound and outbound calls from external and internal customers via voice, chat, email, text, and other mediums for customer service and sales related issues.
• Executes on outbound calling campaigns involving residential customers.
• Learns quickly, retains and recalls product information while handling multiple priorities in a fast -paced environment.
• Maintains satisfactory performance on efficiency, effectiveness, and quality metrics.
• Maintains accurate and timely sales database documentation throughout all phases of the service and sales process.
• Practices above average ability and accuracy in detailed work.
• Meet or exceed key performance indicators (KPIs) set by manager and business unit.
• Ability to identify businesses inconsistencies and/or red flags.
• Adherence to regular and predictable attendance and punctuality.
• Performs other duties as assigned.

Knowledge, Skills, and Abilities Required                                  

• Experience in call center environment or face-to-face sales/customer support.
• Experience with Chat, emails and telephone customer service.
• Previous Experience in Customer Service and Sales required.
• Strong interpersonal and problem-solving skills are required.  
• Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
• Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information. 
• Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time. 
• Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets Commitments, while demonstrating a professional and friendly demeanor.
• Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.

Other Experience & Requirements

• High School Diploma, 2+ years of customer service and/or sales.   

• Ability to read and comprehend instructions, short correspondence, and memos.  Ability to write simple correspondence.  Ability to effectively present information in one on one and small group situations to customers, clients and other employees of the organization.
• Ability to calculate figures and amounts such as discounts, interest, commissions, proportion, percentages, area, circumference and volume.  Ability to apply concepts of basic algebra and geometry.
• Ability to apply common sense understanding to carry out instructions furnished in written, oral or diagram form.  Ability to deal with problems involving several concrete variables in standardized situations.
• Contact Management Systems, Spreadsheet Software, and Word Processing (Microsoft Office) Software, Data Entry, Payroll systems, and Order Processing Systems.
• Fiber or Telecom industry experience preferred.

Physical Requirements

• Sedentary office work requiring near-constant use of sight, speech, hearing, comprehension, and computer and peripheral equipment.
• Ability to travel moderately as the demands of the job require.

Benefits & Perks 

Our commitment to communities includes recruiting and rewarding the Lumos team members who are working together to build a brighter tomorrow.

We have:

• Comprehensive health, dental, and vision coverage.
• Competitive compensation packages, including bonus options for eligible positions.
• Paid Time Off and 12 Paid Holidays / Personal Days.
• Health Savings Accounts (HSAs) and Flexible Spending Accounts (FSAs).
• 100% employer-paid life and disability insurance.
• Employee Assistance Program (EAP) with access to professional support for life’s challenges.
• 401K plan w/ up to 5% employer contribution and a self-directed brokerage option.
• Wellness program offering education and cash incentives for gym attendance and nutrition programs.
• Employee referral bonuses.
• Discounts on Lumos Fiber Internet for employees who live in our service areas.

At Lumos we recruit, hire, employ, train, promote, and compensate individuals based on job-related qualifications and abilities. We have a longstanding policy of providing a work environment that respects the dignity and worth of each individual and is free from all forms of employment discrimination, including harassment, because of race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. We will provide reasonable accommodation to qualified individuals with disabilities or based on a sincerely held religious belief, in accordance with applicable laws.