CXC - Customer Care Associate Coordinator
Company Description
Zayo provides mission-critical bandwidth to the world’s most impactful companies, fueling the innovations that are transforming our society. Zayo’s 133,000-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.
Position: CXC - Customer Care Associate Coordinator
Location: Boulder, Colorado
Classification: Exempt, Hourly
Reports To: Wayne Gasperini
Company Description
Zayo provides mission-critical bandwidth to the world’s most impactful companies, fueling the innovations that are transforming our society. Zayo’s 133,000-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.
Position Description
CXC - Customer Care Associate Coordinator is responsible for answering Zayo’s general phone line, live chat and email inquiry queues. The CXC Customer Care team receives general customer inquiries, provides high-level guidance to customers and directs our customers to the appropriate teams. The successful candidate will be able to accept ownership for effectively solving customer issues, complaints and inquiries; keeping customer satisfaction at the core of every decision and behavior.
Responsibilities
Take customer calls and provide accurate, satisfactory answers to their queries and concerns
Answer incoming portal live chats and provide general guidance to customers
De-escalate situations involving dissatisfied customers, offering patient assistance and support
Respond to and triage incoming general customer questions via email.
Guide callers through troubleshooting, navigating the company site or pricing engine
Provide Tranzact (Zayo’s Pricing Engine and Support Management tool) Demos as needed
Meet defined SLA guidelines
Qualifications
Strong communication, both written and verbal
At least 2-years experience in the Customer Service role
Great active listening skills
Bilingual preferred but not required
Exceptional interpersonal and rapport building skills
A patient and empathetic attitude
Strong time management and organizational skills
Comfortable working in fast-paced environments
Troubleshooting skills
Computer literacy
Phone skills, including familiarity with complex or multi-line phone systems
Attention to detail with strong organizational capabilities.
Ability to prioritize with good time management skills.
Excellent communication skills, both verbal and written.
Effective problem solving and interpersonal skills.
Ability to multi-task and manage competing requests in a professional manner.
Desire to understand processes, identify improvements, and implement change.
Basic understanding of telecommunications products.
Rewards
Competitive compensation
Base: 21.65 USD Hourly
Full-time Zayo employees are also eligible for discretionary incentive cash bonuses bi-annually which are based on the performance of the Company, an employee’s business segment, and the individual employee
Excellent benefits including health, dental, vision, 401 (k), disability and life insurance
Fitness membership discounts
Generous paid time off policy including paid parental leave
Benefits, Rewards & Wellness
Annual Incentive Plan (AIP) - Full-time Zayo employees are also eligible for discretionary AIP which is based on the performance of the Company, an employee’s business segment, and the individual employee
Sales Incentive Plan - Full-time Zayo sales employees are also eligible for discretionary incentive cash compensation through our Sales Incentive Plan
Excellent Health, Dental & Vision Insurance
Retirement 401(k) Savings Plan
Fitness membership discounts
Generous paid time off policy including paid parental leave
Please note, in accordance with Zayo's commitment to providing and maintaining a workplace free of recognized hazards, all U.S. and Canadian employees and any employee, vendor, customer, or visitor who enters a Zayo office or facility in the U.S. and Canada must be fully vaccinated against COVID-19 and provide proof of such vaccination. If you are hired by Zayo, you will be required to provide proof of vaccination or have a valid religious or medical reason not to be vaccinated.