Customer Care Specialist

Lumos is looking for a full-time Customer Care Specialist I! Our Customer Care Specialists play a key role in driving both customer satisfaction and business growth. As the first point of contact for residential and business customers, you’ll deliver exceptional service while balancing new revenue opportunities, customer retention, and care-related performance metrics.

In this role, you’ll engage with customers across multiple channels, troubleshoot accounts and service concerns, and identify opportunities to recommend solutions that drive loyalty and value. With a focus on both resolving issues and delivering a positive experience, you’ll contribute directly to Lumos’s goals for growth, customer retention, and service excellence.

If you’re passionate about helping people, thrive in a fast-paced environment, and are motivated by a blend of service and results—we’d love to hear from you.

***Hybrid position, must reside within North Carolina***

Company Summary 

Lumos is on a mission to deliver lightning-fast, 100% Fiber Optic internet to the communities that need it most. After the merger of Lumos Networks and North State in 2022, we quickly rose to become a leading fiber internet provider. And as of April 1, 2025, we’ve joined forces with T-Mobile to launch T-Fiber—a joint venture that blends Lumos’ infrastructure expertise with T-Mobile’s national reach to bring fiber to more homes than ever before.

We currently connect over 475,000 homes, businesses, and multi-family buildings across nine states in the East and Midwest. With major growth in markets like Ohio, Alabama, Florida, and Georgia—and a shared goal of reaching 12 to 15 million homes by 2030—Lumos is playing a vital role in closing the digital divide.

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

• Supports residential and business customers across inbound and outbound channels—including phone, chat, email, and text.
• Delivers accurate, timely assistance for billing, service, and general account inquiries.
• Execute as needed outbound campaigns to engage residential customers and promote Lumos offerings.
• Focuses on retaining existing customers by delivering a consistently positive and solution-driven experience across all interactions. 
• Maintains consistent performance across quality, efficiency, and customer satisfaction metrics.
• Documents all interactions accurately and in real-time across systems to ensure service continuity and accountability.
• Manages multiple priorities in a fast-paced environment—retaining and applying product knowledge with confidence.
• Identifies patterns, inconsistencies, or red flags in customer interactions and escalates when appropriate.
• Practices attention to detail and precision in all communication and documentation.
• Meets or exceeds KPIs set by leadership, contributing to overall team success.
• Adheres to regular and reliable attendance, contributing to consistent coverage and customer support delivery.
• Performs other duties as assigned.

Knowledge, Skills, and Abilities Required 

• Proven experience in customer service, call center environments, or face-to-face customer support roles.
• Strong communication skills; able to engage with customers across phone, chat, and email in a professional and solutions-focused manner.
• Demonstrates active listening, clear verbal communication, and effective written communication with attention to detail.
• Ability to manage customer interactions with empathy, professionalism, and urgency—especially in high-pressure or emotionally charged situations.
• Excellent problem-solving skills; able to troubleshoot and resolve a wide range of customer concerns independently.
• Highly organized with a strong sense of accountability; able to manage time effectively in a fast-paced environment.
• Consistently demonstrates accuracy, follow-through, and a commitment to delivering high-quality service.

Other Experience & Requirements 

• 2+ years of experience in customer service, sales, or call center environments. 
• Familiarity with CRM platforms, data entry systems, and Microsoft Office Suite. 
• Bilingual candidates strongly preferred, with the ability to support a diverse customer base and enhance service accessibility.
• Strong verbal and written communication skills; able to effectively present and document information. 
• Fiber or telecommunications industry experience preferred. 

Physical Requirements

• Frequently operates a computer, keyboard, and other standard office equipment.
• Near-constant use of sight, speech, hearing, comprehension, and reasoning.
• Must be able to sit or remain in a stationary position for extended periods.

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 & Paid Holidays.
• 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.