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.
This Order Expert team is responsible for providing an effortless customer experience while managing existing service changes for a large base of customers. The Order Expert will facilitate move, add, change and upgrade requests from the sales team. They will also be responsible for assisting with ASR’s, disconnects, and other requests ad hoc requests related to Service Orders. In addition to these responsibilities, the Order Expert will work closely with product teams on renewals and trade-ins. They will also be the main point of contact to assist sales folks when troubleshooting errors within the system as they relate to service orders. In the event that Zayo purchases another fiber asset, the Order Expert team will also be called on to assist the Billing Integrations team with service entry and invoice verification prior to billing go-live.
The team manager is responsible for accomplishing team objectives, managing staff, setting clear expectations and taking ownership of overall team performance. The manager will aid in the team's career development through regularly scheduled 1:1’s and RADs, PCIP, quarterly reviews and KPI’s. The Order Expert manager will be the main point of contact for internal customer calls and escalations, develop and execute process improvements, and maintain a close relationship with product management and sales to ensure order accuracy.
Send Expert Score Cards on a Monthly basis with constructive feedback.
Run bulk MAC requests using the Salesforce Data Loader when needed.
Conduct 1:1’s and RAD sessions.
Process Auto-Renewals for Services set to expire when needed.
Ensure the Order Expert dashboard is up to date and accurate
Maintain data integrity across embedded base for services renewing via automated jobs.
Assign daily goals to each of the Order Expert team members
Troubleshoot errors within Salesforce to aid sales people when creating or moving orders when needed.
Maintains staff by recruiting, selecting, orienting, and setting up training for employees.
Work closely with product teams within Zayo to get approved pricing for renewals, upgrades, etc.
Facilitate orders received via the ASR queue and review to make appropriate changes at the service level when needed.
Develop and present processes related to order expert workflow.
Aid in sales training and onboarding as it relates to order expert processes.
Stage orders for disconnect requests and ensure orders are processed in a timely manner when needed.
Main point of contact on calls with customers when they are seeking assistance outside of the standard requests.
Assist the Billing Integrations team to create orders and review invoices prior to sending bills following the close of an acquisition.
Handle service change requests that come in through the ASR queue and get orders created and moved quickly.
Coordinate with various product teams to ensure order accuracy.
Help the business operations team drive process improvements related to orders, ASR’s, etc.
Bachelor’s Degree or equivalent work experience.
2-4 years in telecom space preferred.
At least 1-year experience in the Order Expert role or Sales preferred.
Proficiency with Salesforce reports and dashboards.
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.
Base salary range: $74,856-$81,491
Full-time Zayo employees are also eligible for discretionary quarterly short-term and long-term incentive cash bonuses 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