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: Customer Care Manager 

Location: Boulder, Colorado

Classification: Non-Exempt, Salaried 

Reports To: Ashley Demshki

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

In the Customer Care Center, customers are our obsession! We empower our employees to embrace and take accountability for the customer experience. Our purpose is to create an effortless environment for our customers to access real time support no matter what. Our team of highly trained specialists and coordinators have an evergreen approach to every single customer interaction.

These dedicated specialists each have individual missions tailored to enhancing the customer experience while also providing world class customer service unparalleled to any competitor. 

CXC gives every customer the ability to receive assistance and answers instantly, without barriers.

The Customer Care Center manager will be responsible for planning, directing, and overseeing the operations and provisioning. The manager will be responsible for triaging daily queues, escalations, and implementing greater business strategies amongst the team. 

Responsibilities

• Coordinates and supervises the daily activities of a support, production or operations team

• Sets priorities for the team to ensure task completion; coordinates work activities with other supervisors

• Decisions and problem-solving are guided by policies, procedures and business plan; receives guidance and oversight from manager

• Typically does not spend more than 20% of time performing the work supervised

• Hiring, training, motivating and coaching employees as they provide attentive, efficient service to customers. Assessing employee performance and providing helpful feedback and training opportunities. 

• Resolving conflicts or complaints from customers and internal stakeholders.

• Monitoring daily queues and ensuring it is properly provisioned and staffed. 

• Analyzing information and processes and developing more effective or efficient processes and strategies.

• Establishing and achieving business and churn/profit objectives.

• Maintaining a consistent SLA and clear processes. 

• Generating reports and presenting information to upper-level managers or other parties. 

• Conduct 1:1’s and ensure staff members follow company policies and procedures.

Qualifications

• Strong communication, both written and verbal

• Salesforce Experience

• Knowledge of telecom products and services

• At least 5-years experience in a 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.

• CO pay range: $65,400-85,785

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.