Specialist II – Town and Country MO

Company Name: CenturyLink

Location: TOWN AND COUNTRY, MO, US - 63017

Job Duration: 2022-01-14 to 2022-02-13


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, Twitter: @lumentechco, Facebook: /lumentechnologies, Instagram: @lumentechnologies and YouTube: /lumentechnologies.

The Role

As a Lumen Specialist II, you will be responsible for processing install, disconnect and working problem tickets all within defined SLOs.  Communicate issues and work with other departments to ensure that everything is processed to make sure that the Customer is taken care of. 

The Main Responsibilities

  • Processing Orders in queues within defined SLAs
    • Check that orders meets booking validation requirements
    • Calculate ETCs (Early Term Charges) if applicable
    • Check for minimum data set requirements
    • Assign to appropriate work group within Service Delivery
    • Send out appropriate notifications 
    • Apply appropriate holds to the orders
    • Timeliness of responses regarding SalesForce Cases to get disconnect orders keyed
    • Research and investigate tickets
  • Execute on directives deemed necessary by management 

What We Look For in a Candidate

  • Customer Service Skills 
  • Knowledge of MS Office suite such as SharePoint, Outlook, Lync, Word, PowerBI and Excel
  • Strong written, oral, and presentation skills 
  • Time management skills – (ability to set priorities and multitask as necessary)
  • Self-starter, who is results oriented, entrepreneurial and resourceful
  • Good critical thinking and organizational skills
  • Ability to work non-traditional hours to meet needs of monthly/quarterly volumes.  This may include weekends.


Education or Equivalent Experience:

  • High School degree
  • Experience in customer service role
  • Experience in multi-tasking between multiple systems

What to Expect Next

Requisition #: 277238

EEO 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.

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.