Zayo
Senior Service Provisioning Coordinator
United States · Senior
Work authorization requiredDetected 30 days ago
SalesforceForecastingExcelCustomer SuccessCustomer SupportResearchLeadershipCommunicationProblem SolvingMentoringMicrosoft Office
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odds of building a lasting career here
31Risky
Cap-exempt (no lottery)0
Sponsors this role58
Entry-level history0
PERM / green-card track0
Lottery odds40
Fits your clock70
Thin sponsorship signal and lottery-bound. A low-probability bet with your clock running. Prioritize cap-exempt roles and proven entry-level sponsors first.
Lottery odds assume a STEM candidate.
Personalize to your clock →Employer immigration record
from this employer's Department of Labor filings
Files H-1B transfers
1 transfer filing in the last year, covering 1 worker. Median labor-condition decision: 318 days. An employer that already files transfers is one that can take over an existing H-1B.
Sourced from Department of Labor LCA, PERM and prevailing-wage disclosure data. Employer matching is by name, so figures may be split across an employer's legal entities. Absence of a filing means none appears in our copy of the data, not that none exists.
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About the role
- Zayo's 141,000-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.
Responsibilities
- Develop and maintain advanced knowledge of Zayo's telecommunications network, products, services, systems, processes, and Salesforce platform.
- Independently manage a portfolio of customer cases, including complex, high-value, escalated, or time-sensitive requests, while meeting established service-level expectations.
- Serve as an escalation point for complex customer inquiries and provisioning issues, coordinating across internal teams to identify root causes, remove roadblocks, and drive resolution.
- Maintain complete, accurate, and timely documentation of customer interactions, decisions, commitments, and follow-up activities within Salesforce.
- Ensure applicable service orders have committed opportunities established to support accurate forecasting and reporting.
- Maintain a comprehensive understanding and working knowledge of Zayo and customer contractual terms and apply those terms appropriately to service changes and disconnect requests.
- Receive and manage customer and internal stakeholder interactions across phone, email, live chat, and other supported communication channels.
- Lead the coordination of complex customer issues across Sales, Legal, Service Delivery, Engineering, Billing, Network Control Central, and other internal organizations as necessary.
- Support the onboarding and development of new or less-experienced team members through knowledge sharing, coaching, and best-practice guidance.
- Identify significant or potentially high-impact churn events and proactively engage account teams and leadership to develop appropriate retention strategies.
Requirements
- Experience working in a call center, customer service, service delivery, provisioning, customer success, or similar customer-facing environment.
- Strong analytical and problem-solving skills with the ability to investigate issues, identify root causes, evaluate alternatives, and recommend appropriate solutions.
- Demonstrated ability to influence outcomes and coordinate work across teams without direct authority.
- Demonstrated ability to identify process gaps and contribute to the development and implementation of operational improvements.
- Proficiency with Salesforce, including case management, reports, dashboards, and opportunity-related workflows.
- Proficiency with standard business applications, including Excel, Word, Outlook/Gmail, and PowerPoint.
- Respond to and resolve customer inquiries with a high degree of ownership, ensuring timely resolution, proactive communication, and appropriate follow-up.
- minimum of three (3) years of relevant telecommunications, service provisioning, customer service, account support, or related experience preferred
- or an equivalent combination of education and experience.
- Demonstrated experience independently managing complex customer cases, escalations, or service requests from initiation through resolution.
- Demonstrated ability to effectively manage difficult customer situations, competing priorities, and escalations while maintaining a professional and customer-focused approach.
- Strong attention to detail and demonstrated ability to maintain accuracy while managing a high volume of concurrent responsibilities.
- Ability to prioritize and independently manage multiple cases, projects, and customer commitments in a fast-paced and continuously changing environment.
- Strong written and verbal communication skills, including the ability to communicate complex information clearly to customers, peers, leadership, and cross-functional stakeholders.
Nice to have
- Bachelor's degree (B.A./B.S.) from a four-year college or university preferred
- Strong working knowledge of telecommunications products, networks, service delivery, provisioning, billing, and/or customer lifecycle processes preferred.
- Experience providing peer guidance, coaching, training, or subject matter expertise preferred.
- Experience with billing, contract interpretation, revenue retention, or churn management preferred.
Compensation
- Estimated base pay range for this role is $18.27 - $2 8.12 USD / hour
Company info
- If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact us.
- Research, calculate, validate, and clearly communicate early termination fees and other contractual obligations to customers and internal stakeholders.
- Educate customers on the effective use of the Tranzact customer portal through demonstrations and ongoing support.
- Proactively engage customers in retention conversations when disconnect requests or other interactions indicate an opportunity to retain services.
- Partner with account teams to identify alternatives to disconnection and retain customers, services, and revenue where appropriate.
Equal opportunity
- equal opportunity employer to all protected groups, including protected veterans and individuals with disabilities.
Visa & Work Authorization
- Requirement: This position is not eligible for employment-based visa sponsorship.
- Zayo will not provide, transfer, or assume sponsorship for any employment visa or work authorization for this position now or in the future.
This listing is sourced directly from Zayo's careers page and normalized into a canonical job model.