Customer Success Specialist

Company Description

Zayo provides mission-critical bandwidth to the world's most impactful companies, fueling the innovations that are transforming our society. Zayo's 141,000-mile network in North America and Europe includes extensive metro connectivity to thousands of buildings and data centers. Zayo's communications infrastructure solutions include dark fiber, private data networks, wavelengths, Ethernet, and dedicated Internet access. Zayo serves wireless and wireline carriers, media, tech, content, finance, healthcare and other large enterprises.

Zayo is seeking a Customer Success Specialist to provide effortless support to existing and incoming customers of Zayo. The Customer Success Specialist ensures continuing customer satisfaction and retention by partnering with internal departments and existing customers to resolve problems, enhance existing service, coordinate technical support in resolving customer issues and establishing new accounts.

Responsibilities:

• Represents a knowledgeable, efficient, and professional image of Zayo to our customers by handling business with a respectful and professional demeanor.

• Exhibits interest and mid-level understanding of telecommunications; network, hardware, products and services

• Exhibits success in effective case management per Zayo SLA and consistently provides customer touch points with the goal of resolving requests within reasonable timeframes.

• Enters circuit change and disconnect service orders for existing customers, including gathering all applicable billing and service information and entering into systems.

• Receive requests from multiple sources; call center, email, phone, and internal and external stakeholders.

• Actively answer calls in call center and effectively works with customers to resolve over the phone wherever possible.

• Conducts service or operational reviews upon request.

• Investigates and resolves billing disputes and requests for credit.

• Ensures customers are proficient in using Tranzact, Zayo's customer portal, by providing online demonstrations proactively.

• Minimizes escalations through efficient case management, call handling, active listening and use of effective communication techniques.

• Ensures timely and accurate response/communication to Management and other internal departments such as Sales, Legal, Service Delivery, Engineering, Billing and Network Control Central.

• Documents all customer contacts and follow-up work in Salesforce.

• Strives for each customer to have an Effortless Experience; measured by customer feedback forms.

• Complies with all internal and external mandates, rules and regulations regarding customer and company proprietary information.

• Identify process gaps and work to implement process improvement plans.

• Effectively train colleagues on various processes.

Qualifications:

• Bachelor's degree (B.A.) from four-year College or University; or one to two years related experience and/or training; or equivalent combination of education and experience.

• Minimum of one (1) year of Service Expert experience.

• Knowledge of: Internet Software; Spreadsheet Software (Excel); Word Processing Software (Word); Electronic Mail Software (Outlook and Gmail); and Presentation software (PowerPoint).

• Call center and/or customer service experience.

• Highly detail oriented, fast learner, ability to adapt and thrive in an ever changing environment.

• Ability to Multi-task in a fast-paced environment.

• Passion for delivering an exceptional and effortless user experience.

• Desire to understand process, identify improvements and implement change.

• Develop an aptitude with salesforce.com, reports and dashboards.

• Experience with billing a plus, not required.

Estimated base pay range: $56,300 - $75,050 USD/annually.

The base pay range shown is a guideline and reasonable estimate for this role. It takes into account the wide variety of factors that are considered in making compensation decisions. Actual compensation offered may vary from the posted range based upon geographic location, work experience, skill level, certifications, and other business and organizational needs. Non- sales roles may be eligible to participate in a discretionary annual incentive plan. Sales roles may be eligible to participate in a sales incentive plan.

Additionally, this position may be eligible for certain benefits, such as health insurance, life insurance, disability retirement plans, paid time off.

The posting will be active for a minimum of 3 days. The active posting will continue to extend by 3 days until the position is filled.

Benefits, Rewards & Wellness

• Excellent Health, Dental & Vision Insurance

• Retirement 401(k) Savings Plan

• Generous paid time off policy including paid parental leave

Zayo provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to 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, provincial or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.