Manager, Customer Service Tier 1

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.
The Manager, Customer Support Tier I will be responsible for working directly with our vendor on the daily activities of the Tier 1 Support team. This person will act as a liaison between the vendor and Zayo's internal processes and ensure we are successful in KPI measurements, staffing, training, and process documentation as it relates to Tier 1's scope of work.
The Manager, Customer Support Tier I will be responsible for triaging daily queues, escalations, and implementing greater business strategies amongst the team.
Responsibilities

• Liaison between Zayo and Vendor as it pertains to CS Tier 1 outlined work.
• 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.

Base pay range: $81,700- $98,000, commensurate with experience
Benefits, Rewards & Wellness

• Excellent Health, Dental & Vision Insurance
• Retirement 401(k) Savings Plan
• Fitness membership discounts
• Generous paid time off policy including paid parental leave

Zayo provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, provincial or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.