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.
JOB DESCRIPTION
The main responsibility of an escalation manager is to bring order, structure, and focused attention to the customer’s issue in order to gain complete consumer satisfaction.
The escalation manager ensures that the customer urgency or loss of customer loyalty due to delivery delay is heard throughout the escalation process, establishes correct expectations, and enforces relief and resolve through effective communication internally and externally.
The escalation manager will analyze and monitor the customer’s issue to ensure appropriate resources have been engaged to ensure resolution is achieved to customer satisfaction.
The key responsibilities of an escalation manager include:
Identifying, analyzing, and initiating the escalation process based on the escalation criteria specified by the Lit Services Escalation process
Identifying appropriate resources qualified for the task to get the escalated project back on track
Management of internal resources for project evaluation and assessment
Developing a detailed plan to manage project milestones, ensuring customer satisfaction throughout the process
Implementing a customer communication cadence reviewing the root cause of the escalation, and establishing accurate expectations of the project delivery
Closing the escalation process once the project is completed successfully, and ensuring customer satisfaction.
Required Skills and Expertise Knowledge
The escalation manager must show an ability for carrying out the required service delivery workflow tasks effectively within the accelerated timeline to ensure consumer satisfaction.
The key skill requirements for escalation management are:
Problem solving ability
Meeting service level agreements
Project management
Performance management and capable of handling escalation staff team of larger numbers
Proven ability to manage competing priorities
Has working knowledge of Zayo products and service delivery workflow
Has proven track record in escalation management with defined operational procedures for increasing the efficiency of task accomplishment
Base pay range: 58,100 – 85,140, 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.
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