Senior Service Provisioning Coordinator

Company Description

Zayo provides mission-critical bandwidth to the world’s most impactful companies, fueling the innovations that are transforming our society. 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.

The Senior Service Provisioning Coordinator provides advanced, effortless support to existing and incoming Zayo customers throughout the service lifecycle. This role serves as a subject matter expert within the Service Provisioning organization, independently managing complex customer requests, service changes, disconnects, escalations, and retention opportunities.

The Senior Service Provisioning Coordinator is responsible for ensuring continued customer satisfaction and retention by proactively partnering with customers and cross-functional teams to identify solutions, mitigate churn, and resolve complex issues. This position is also expected to provide guidance to peers, identify opportunities for operational improvement, and help drive consistent execution of processes and standards across the team.

Responsibilities

Core duties and responsibilities include the following. Other duties may be assigned:

Represent Zayo with a knowledgeable, efficient, and professional approach, consistently delivering an effortless customer experience.

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.

Provide effective case management by accepting cases within four business hours, maintaining a minimum of weekly customer touchpoints, and proactively driving cases toward timely resolution.

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.

Enter and manage change and disconnect service orders for existing customers, including gathering applicable billing, contractual, and service information and entering orders into required systems within two business days.

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.

Research, calculate, validate, and clearly communicate early termination fees and other contractual obligations to customers and internal stakeholders.

Receive and manage customer and internal stakeholder interactions across phone, email, live chat, and other supported communication channels.

Respond to and resolve customer inquiries with a high degree of ownership, ensuring timely resolution, proactive communication, and appropriate follow-up.

Conduct service reviews upon request, including product and service portfolio reviews, usage trends, disconnect activity, and potential retention opportunities.

Educate customers on the effective use of the Tranzact customer portal through demonstrations and ongoing support.

Submit and manage Disconnect ASRs/LSRs with third-party carriers as required. *US

Coordinate and complete Design Removal activities from the network as required. *US

Coordinate and complete Voice Translations and Data Provisioning Removal activities from the network as required. *US

Minimize escalations through proactive case ownership, effective call handling, active listening, sound judgment, and strong written and verbal communication.

Lead the coordination of complex customer issues across Sales, Legal, Service Delivery, Engineering, Billing, Network Control Central, and other internal organizations as necessary.

Provide timely and accurate communication to management and key stakeholders regarding escalations, customer risk, operational issues, and significant service events.

Serve as a subject matter resource for peers by providing guidance on processes, systems, customer scenarios, contractual considerations, and established standards.

Support the onboarding and development of new or less-experienced team members through knowledge sharing, coaching, and best-practice guidance.

Proactively engage customers in retention conversations when disconnect requests or other interactions indicate an opportunity to retain services.

Identify significant or potentially high-impact churn events and proactively engage account teams and leadership to develop appropriate retention strategies.

Partner with account teams to identify alternatives to disconnection and retain customers, services, and revenue where appropriate.

Identify recurring process gaps, customer pain points, and operational inefficiencies and recommend actionable improvements.

Participate in or lead process-improvement initiatives that increase efficiency, improve customer experience, reduce escalations, or strengthen operational controls.

Analyze case trends, customer feedback, and operational data to identify opportunities for improved performance and customer outcomes.

Demonstrate sound independent judgment when balancing customer needs, contractual requirements, business objectives, and established policies.

Promote adherence to team processes, quality standards, service-level expectations, and operational best practices.

Strive to deliver a #5Star Effortless Customer Experience , as measured through customer feedback, case performance, and other established customer-experience metrics.

Comply with all internal and external mandates, policies, rules, and regulations regarding customer information, company proprietary information, and data security.

Qualifications

Bachelor's degree (B.A./B.S.) from a four-year college or university preferred; 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.

Strong working knowledge of telecommunications products, networks, service delivery, provisioning, billing, and/or customer lifecycle processes preferred.

Experience working in a call center, customer service, service delivery, provisioning, customer success, or similar customer-facing environment.

Demonstrated ability to effectively manage difficult customer situations, competing priorities, and escalations while maintaining a professional and customer-focused approach.

Strong analytical and problem-solving skills with the ability to investigate issues, identify root causes, evaluate alternatives, and recommend appropriate solutions.

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.

Demonstrated ability to influence outcomes and coordinat