Disconnect Specialist

As a Disconnect Specialist at Zayo, you will support our customers by helping manage service disconnections, ensuring smooth transitions, and maintaining high levels of customer satisfaction. You’ll work closely with various teams to address customer inquiries, manage cases efficiently, and help identify opportunities to improve the customer experience.
Key Responsibilities

• Customer Support: Serve as a knowledgeable and professional representative of Zayo, handling customer inquiries with respect and a customer-first approach.
• Product & System Knowledge: Maintain a solid understanding of Zayo’s telecom network, products, services, and the Salesforce platform to effectively support customer needs.
• Case Management: Accept and begin managing cases within 4 business hours, ensuring weekly customer touchpoints, and resolving cases promptly.
• Order Processing: Enter and manage change and disconnect service orders for customers, including gathering required billing and service information and inputting it within 2 business days.
• Documentation: Track and document all customer interactions and follow-up actions in Salesforce to ensure accuracy and effective case resolution.
• Call Center Support: Respond to calls, emails, and live chats from internal and external stakeholders, handling inquiries and ensuring quick resolutions.
• Service Review & Guidance: Perform basic service reviews on request, help customers use the Tranzact portal, and provide online demos as needed.
• Escalation Prevention: Use effective communication, active listening, and efficient case management to minimize escalations.
• Internal Collaboration: Work closely with Sales, Legal, Service Delivery, Engineering, Billing, and Network Control teams to ensure timely responses and support.
• Customer Retention: Engage with customers to discuss service retention opportunities, process improvements, and identify larger trends in service changes or disconnections.
• Feedback & Continuous Improvement: Strive to deliver a #5Star Effortless Customer Experience as measured by customer feedback and proactively suggest process improvements.

Qualifications

• Education & Experience: Bachelor’s degree preferred but not required; 1-2 years of relevant experience in customer service, call center support, or telecom preferred.
• Language- Fluent in English & French.
• Technical Skills: Proficient in Internet software, MS Office Suite (Excel, Word, PowerPoint), and email platforms (Outlook and Gmail).
• Experience with Salesforce: Familiarity with Salesforce, including case management and dashboards, preferred.
• Customer-Focused: Strong attention to detail, adaptable, and eager to create an exceptional and seamless customer experience.
• Skills: Effective multitasking, strong communication skills, and a problem-solving mindset.
• Billing Knowledge: Experience with billing processes is a plus but not required.

Rewards

• Competitive compensation including annual incentive plan

• Generous paid time off policy including, 25 days paid time off, one floating day and two volunteer days off per annum

• Hybrid working

• Health and life Insurance

• Meal vouchers

• Employee assistance programs including mental health, wellbeing and medical support

Zayo Europe provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, colour, 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.