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Center Sales and Service Associate - CWA at Lumen Inc

Center Sales and Service Associate - CWA

Lumen Inc Bismarck, ND (On Site) Full-Time

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

The Role


Lumen is seeking Sales and Service Associates to provide the first and final voice for Lumen customers who have questions, concerns and inquiries related to their bill and account. Sales and Service Associates are empathetic listeners, solution-based champions and they maintain a key focus on accuracy and speed assisting the customer. Through personalized service, our associates present offers and other products depending on the customer’s needs. This is a full-time, WORK-AT-HOME contact center & sales position.

Next Class Start Date: March 6th, 2023

Training Hours: Monday-Friday from 9am-6pm MST


The Main Responsibilities

  • Works with customers pending orders and newly activated accounts within their initial tenure as a customer

  • Thrive in performance driven environment meeting quotas and related metrics across service, sales, and retention activities

  • Identify solutions across multiple teams, including technicians in the field supporting installation

  • Expected to promote and sell products and services to customers on every call.

  • Responsible for handling credit calls, payment arrangements, etc. in our playing it where it lands (PIWL) strategy.

  • Ability to navigate multiple billing systems to resolve complex collections activities

  • Leverage customer retention processes and tactics, focused on saving customers from disconnecting their services

  • Maintain and improve speed, accuracy, and quality results by adhering to standards and guidelines

What We Look For in a Candidate

This is a home-based position. You will need to provide internet access with a minimum speed of 10 mbps. You will need a home environment which is free from distractions that may interrupt calls. This position is part of our Union with geographic requirements. To be eligible you reside in one of the following states and within those States within a RCA (Reasonable Commute Area) as outlined in the Contract. Arizona, Colorado, Idaho, Iowa, Minnesota, Nebraska, New Mexico, North Dakota, Oregon, South Dakota, Utah, Washington and Wyoming.

What Skills are Required for Day One Success (Don’t worry, we will train the rest)

  • Six months of previous customer service experience.

  • Positive attitude with willingness to learn and motivation to grow.

  • Knowledge of Microsoft Office tools (Word, Excel, etc)

  • Communicate with customers in positive tone with both written and oral.

  • Flexible to work various shifts as necessary (No nights or weekends)

  • Meet and exceed monthly service, sales and retention related goals.

  • Adhere to schedule including scheduled breaks and lunch

Working at Lumen you'll receive

  • Comprehensive benefits package

  • 401K Savings with company match

  • Paid vacation and holidays

  • Fully funded tuition assistance program (up to $5,200 per year available)!

  • Fitness reimbursement (up to $300 per year)

  • Wellness Rewards (up to $600 self or $1200 per couple)

  • Survivor Benefit (6 month's salary paid to surviving eligible family members)

  • $1,000 Bonus for eligible employee referrals


Requisition #: 324899

When applying for a position, you may be subject to a background screen (criminal records check, motor vehicle report, and/or drug screen), depending on the requirements for the position. More information on what’s included in these checks can be found in the Post Offer section of our FAQ page ( . Job-related concerns noted in the background screen may disqualify you from the new position or your current role. Background results will be evaluated on a case-by-case basis.

This position is part of a bargaining unit and represented by a union. Depending upon the applicable collective bargaining agreement under which you may be hired, you may be: (a) required to join the union and pay union dues as a condition of employment; or, (b) required to pay union dues, but not join the union as a condition of employment; or (c) free to chose whether or not to join the union, but if you do join the union you would be obligated to pay union dues.

EEO Statement

We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, creed, veteran status, disability, medical condition, genetic characteristic or information, age, sex, 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.

Salary Range

Salary Min :


Salary Max :


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. ( 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 :


Salary Max :


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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