Company Overview
We’re Lumos, a provider of 100% Fiber Optic Internet, Total Home Wi-Fi, voice and streaming services across North Carolina and Virginia. 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, small 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, we make it faster.

We are more than your average internet company. Our customers enjoy the fastest fiber speeds available built on a network they can truly count on – all backed by local, expert customer care teams. We know that fast, reliable Internet is what our customers need to stay connected to the things that matter. That continuous connection is our commitment to our community.

The Position
The Customer Response Specialist manages social media responses to customer inquiries, concerns and escalations. Manages NPS surveys via Qualtrics by communicating customer comments, scores and details to front line teams or handling to completion. Passion for social media and proficiency with social platforms and management tools. Excellent social media communication skills and impeccable time management skills with the ability to multitask. Demonstrate brand persona in communication style to ensure seamless customer experience. Detail- oriented approach with ability to work under pressure to meet deadlines.

Duties & Responsibilities:

• Supporting social media & google responses to customer inquiries, including research, follow up and escalation support. Main point of contact for customers wanting to engage with the company via social media.
• Consistent quality monitoring to provide feedback to sales manager for coaching.
• Moderator for queries to ensure timely responses to all comments, message, reviews and visitor posts.
• Alerts management to trends, customer concerns that are impacting the business & overall brand.
• Supporting all Lumos employees in their daily duties including questions regarding systems, policies, and processes. Communication with these employees is handled via Messenger, Phone, Face-to-Face, teams and email.
• Ensure an effective and timely response to customer needs that are funneled via social media.
• Transactional & installation survey oversight on customer responses to ensure follow up and resolution.
• Daily oversight of survey responses in Qualtrics tool and supplemental tools to ensure clear resolution is noted and customer closed loop is complete.
• Assist Care and Service Delivery team with customer inquiries or follow up as needed.
• Support equipment returns process via Campus ship, including completing customer shipping labels, follow up and tracking.
• Create and maintain Hostopia credentials for company, including new user set up and password resets.
• Use of monitoring system to funnel all external engagements via tool to ensure customer closed loop responses and business efficiencies are addressed for superior customer interactions.
• Handling Escalations from the various Commissions and Subpoena requests. Responsible for research and information for legal requests and call records requests, working with the various teams to retrieve the information, and return it in a timely manner.
• Reporting – Consolidated report, preventable truck roll, billable truck roll, billing disputes, and NPS survey reporting, and ticket error reports.
• Provide assistance as needed on forms & use of Cognitio system for all users.
• Provide support of Hawk Marketplace/Award cards for Sales incentives and customer reward cards. Including reporting, tracking and deployment of cards to customers

Qualifications

• College degree and/or equivalent combination of education and work experience in related field required.
• 2-4 years’ experience with B2C social media, content or interactions
• Strong sales ability, business acumen, and channel awareness.
• Excellent communication, interpersonal, and customer service skills.
• Demonstrated leadership characteristics along with time management, organizational skills, and understanding of strategic planning.
• Experience with Microsoft office
• Direct experience with social media management tools
• Preferred candidate will have Experience with Hostopia, in house systems and Qualtrics.

Key Competencies:

• Time management skills and ability to prioritize without constant/close supervision is essential. Must have excellent communication and organizational skills. Must have the ability to multi-task while working in a fast-paced environment.

Benefits: Includes Medical, Dental, and Vision insurance, 401K, Tuition Reimbursement, Gym Reimbursement, Paid vacation/holiday leave and more.

We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.


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