Customer Success Specialist - Remote

Overview

The Customer Success Specialist at Zayo is responsible for providing exceptional support to customers, ensuring satisfaction and retention through effective problem resolution and service enhancement.

In Short

• Handle customer inquiries and support requests efficiently.
• Ensure customer satisfaction and retention through effective case management.
• Coordinate technical support and resolve customer issues.
• Document customer interactions in Salesforce.
• Provide training on Zayo’s customer portal, Tranzact.
• Investigate and resolve billing disputes.
• Work collaboratively with internal departments.
• Maintain a professional demeanor in all customer interactions.
• Identify process gaps and recommend improvements.
• Strive to deliver an effortless customer experience.

Requirements

• Bachelor's degree or equivalent experience.
• Minimum of one year in a customer service role.
• Knowledge of telecommunications and network services.
• Experience with Salesforce preferred.
• Strong communication and problem-solving skills.
• Detail-oriented with the ability to multi-task.
• Proficient in Microsoft Office Suite (Excel, Word, PowerPoint, Outlook).
• Ability to work in a fast-paced environment.
• Experience in billing systems is a plus.
• Passion for delivering exceptional user experiences.

Benefits

• Excellent Health, Dental & Vision Insurance.
• 401(k) Retirement Savings Plan.
• Generous paid time off policy including parental leave.
• Discretionary annual incentive plan eligibility.
• Inclusive and dynamic work environment.