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      CenturyLink SBG Customer Service & Sales - Small Business Customer Care & Sales Representative Lumen Employee Review

      1.0
      Nov 9, 2014
      Small business customer care & sales representative
      Recommend
      CEO approval
      Business Outlook

      Pros

      Offers sales incentives in the form of electronic gifts & debit card cash. Customer Care & Sales reps are left alone to be independent reps to make their own decisions.

      Cons

      Qwest representives are being gradually terminated due to the difference in pay wage scale of the newly hired CenturyLink reps in the same dept. (They couldn't give the Qwest union employees less with the negotiated contact renewal, so this was their way of "leveling out the playing field" so to speak). Sales takes precedence over customer service (the more calls reps take the more likely they will make the sales goals each month). Dental plan doesn't cover anything other than basic dental work and the health plan could be better as well.

      Explore other reviews about Lumen

      5.0
      Jun 24, 2026
      Project coordinator
      Recommend
      CEO approval
      Business Outlook

      Pros

      Easy to learn, manageable schedule, supportive management

      Cons

      Changes in systems with many malfunctions, confusing workflows, policies set with little guidance (like figure it out yourself)

      avatar
      Lumen Response
      2w
      Thank you for leaving an honest review. Because of feedback like yours, we get better every day. Change can definitely be challenging. We believe in helping everyone to reach their full potential so we can all succeed together. We're glad you value our learning systems, agile working model, and management. Thank you again for your feedback. We're happy to have you on the team!
      1.0
      Jul 3, 2026
      Solutions specialist - overlay sales
      Recommend
      CEO approval
      Business Outlook

      Pros

      Medical Benefits are very good. Not a lot of micromanagement unless your leader doesnt understand the resources to pull this info. AI is highly encouraged, not required... which is a nice balance.

      Cons

      Random layoffs every couple months. Kate Johnson doesn't understand the importance of credibility in this space. Q1 customer meetings are majority introduction meetings due to constant account realignment. Leadership pretends to believe they know these are large enterprise accounts, but their actions reflect a transactional sales approach.

      avatar
      Lumen Response
      15h
      Thank you for sharing your feedback with us. We value your input. We're disappointed to hear about your experience at Lumen. Unfortunately, at times, restructuring, reorganizations, or realignment to business realities is needed to drive our continued transformation and company growth. These decisions are difficult and not something we take lightly. Lumen understands the impacts these events have on our employees and provides support and guidance through the challenging transitions. Please reach out to us at CTLHRActionTeam@lumen.com if you would like to discuss anything further. We're glad you value our medical benefits and AI integration. Thank you again for your feedback. We appreciate your hard work!
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