Service Expert II

| Greater Boulder Area

Company Description

 

Zayo Group Holdings, Inc. (NYSE: ZAYO) provides communications infrastructure solutions, including fiber and bandwidth connectivity, colocation and cloud infrastructure to the world’s leading businesses. Customers include wireless and wireline carriers, media and content companies, cloud providers, finance and professional services and other large enterprises. Zayo provides customers with flexible solutions and self-service through Tranzact, an innovative online platform for managing and purchasing bandwidth.

 

 

Position Description

The Service Expert provides effortless support to existing and incoming customers of Zayo. Ensure 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

•    Core duties and responsibilities include the following, other duties may be assigned.
•    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.

​•    Service Expert Experience ~ 1-2 Years
•    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.

 

Rewards

•    Competitive compensation
•    Excellent benefits including health, dental, vision, 401 (k), disability and life insurance
•    Fitness membership discounts
•    Generous paid time off policy including paid parental leave

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Technology we use

  • Engineering
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RubyLanguages
    • SqlLanguages
    • ApexLanguages
    • ReactLibraries
    • ReduxLibraries
    • AngularJSFrameworks
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • Microsoft SQL ServerDatabases
    • OracleDatabases
    • PostgreSQLDatabases
    • SalesforceCRM

Location

Our Boulder campus is located in the 29th Street Mall where employees can benefit from access to restaurants, retail, fitness and more!

What are Zayo Perks + Benefits

Zayo Benefits Overview

Zayo Group is committed to providing our employees with a benefits program that is both comprehensive and competitive. Our benefits program offers health care, dental and vision coverage, as well as financial secruity to our employees and their families.

Culture
Volunteer in local community
Partners with Nonprofits
B Strong, Greenhouse Scholars, A Precious Child, AMP the Cause, There With Care, Boulder Parks and Rec, and many more....
Friends outside of work
Eat lunch together
Open door policy
Diversity
Someone's primary function is managing the company’s diversity and inclusion initiatives
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Flexible Spending Accounts (FSAs) enable you to put aside money for important expenses & help reduce your income taxes at the same time. Zayo employees can contribute up to $2,650 annually.
Disability Insurance
If you are out of work for an extended period or time due to a disabling injury or illness, disability insurance covers 60% of annual salary up to $5000 monthly maximum payout.
Dental Benefits
Dental exams can help you & your dentist detect problems in the early stages when treatment is simpler & costs are lower. Regular exams are an important part of maintaining your medical health.
Vision Benefits
The vision plan covers routine eye exams and also pays for all or a portion of the costs of glasses or contact lenses if you need them.
Health Insurance Benefits
Each person's health care needs are different. That's why our medical plan offers multiple options (3) so that you can choose the coverage level best-suited to your personal situation.
Life Insurance
Your family depends on your income for a comfortable lifestyle and for the resources necessary to make their dreams a reality! Zayo offers Basic Term Life and AD&D as well as supplemental insurance.
Wellness Programs
Team workouts
Do you love working out? So do we which is why Zayo offers access to group fitness sessions and company-sponsored events, such as the B Strong Ride.
Retirement & Stock Options Benefits
401(K)
Zayo Group offers a 401(k) plan through Fidelity. Eligible employees may join the plan as soon as administratively feasible after their date of hire and may contribute up to the IRS limit of $19,000.
401(K) Matching
Zayo matches 50% of employee contributions up to 4% with a cap at 2% match.
Child Care & Parental Leave Benefits
Generous Parental Leave
Zayo provide 12 weeks paid maternity leave, 2 weeks paid paternity leave, and 4 weeks paid adoptive/foster leave.
Vacation & Time Off Benefits
Generous PTO
Zayo employees receive between 0 and 25 days per year of paid time off based on years of service.
Paid Holidays
Perks & Discounts
Casual Dress
Commuter Benefits
Zayo Group offers the option to elect Commuter Benefits which helps you pay for public transportation and parking costs while commuting to and from work using pretax dollars.
Game Room
Our game room includes Ping Pong, Foosball, Shuffle Board, Video Games.
Happy Hours
Happy hours are hosted twice monthly and include alcoholic and non-alcoholic options.
Parking
Parking is available at Zayo offices.
Recreational Clubs
Love sports? So do we! We offer a variety of options to get involved with your co-workers outside of the office.
Fitness Subsidies
We strongly believe that there is nothing more important than the health and well-being of our employees and families. To promote health and fitness, Zayo has partnered with GymPass.
Professional Development Benefits
Tuition Reimbursement
The tuition reimbursement program provides an opportunity for Zayo employees to further their education and to apply to be reimbursed for eligible education expenses.
Lunch and learns
Zayo is committed to providing opportunities for employees to expand and grow their knowledge base through lunch and learn sessions.
Promote from within
Mentorship program
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