DeCom Order Coordinator at Zayo
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.
CCS - DeCom is responsible for helping our customers navigate through the process of disconnecting their services. Our approach is to make customers feel supported start to finish, increasing likelihood of return, while also gathering key feedback for future growth.
Enters circuit change and disconnect service orders for existing customers
Gathering applicable billing and service information confirming accuracy within internal systems and records
Receive requests from multiple sources; call center, email, phone, and internal and external stakeholders.
Ensure account teams are aware of churn
Gather customer feedback for CXS Ops
Meet defined SLA guidelines
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
2-4 years in telecom space preferred
Strong time management and organizational skills
Comfortable working in fast-paced environments
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.
Hourly Rate in CO: $27.64/hour
Excellent benefits including health, dental, vision, 401 (k), disability and life insurance
Fitness membership discounts
Generous paid time off policy including paid parental leave