Manager, Customer Service

Surprise, AZ, USA

Job Type

Full Time / On Site / Remote

Overview

Zona Wyyerd (“Zona”) is seeking a Manager, Customer Service to direct and coordinate the activities of Customer Service and the other support staff at the Surprise Office. Support the provisioning and activation of services. Support the General Manager in the accomplishment of the company goals. Support in transition of Accounting, Finance, and Regulatory activities.

About Zona Wyyerd

Zona Wyyerd (“Zona”), a subsidiary of Wyyerd Group, is a fiber-to-the-premise internet and related services provider headquartered in Surprise, AZ and offering services across central Arizona. Put simply, Zona offers faster, more reliable and higher value internet with symmetrical speeds, no data caps, no contracts and no invoice surprises, and Zona backs it up with superior, local customer service. Zona offers a full suite of services for residences, businesses, enterprises, carriers and non-profit partners including government and education entities.

Zona, formerly known as Accipiter Communications, began in 1996, serving a 1,100 square mile area in Maricopa and Yavapai Counties. Following its acquisition by Wyyerd Group in July of 2019, Zona is now fully funded to pursue an aggressive expansion plan aimed at offering services extensively across central Arizona while strengthening our value and integrity commitments to all customers.

If you are interested in a fast-growing company with a collaborative team culture and a strong belief in treating customers like the friends and neighbors that they are, Zona may be just the right place for you. Visit zonawyyerd.com for more information.

About Wyyerd Group

Wyyerd Group, via its local operating entities, delivers fast, affordable, fiber-based internet access and related services, currently operating in four states and expanding both organically and inorganically. At Wyyerd, we believe that each community/region is unique and should be supported by an equally unique, locally-managed organization, led by a local team with full support from Wyyerd’s central team. Wyyerd’s vision is to become the cornerstone partner for internet connectivity, fiber and facilities interconnection, smart community enablement and sustainable development, one community at a time across the US and Southern Canada. Visit wyyerd.com for more information.

Responsibilities

The Manager, Customer Service will lead the customer service team, which is comprised of Customer Service and Activation Representatives (CSARs) and Technical and Activation Representatives (TARs), who collectively are the first point of contact for customers and others who contact Zona and therefore are truly the “face of Zona” to customers and the community. Zona’s historical growth and success has been largely because of its reputation for excellent customer service, which starts with this team.

The ideal candidate will be passionate about both Zona’s internal team and our customers, highly efficient and organized as well as an energetic and empathetic leader of people. This leader will track and manage to a key set of operating metrics with specific set of bonus targets set and managed to each quarter. This leader will also play a key role on the Zona leadership team, actively contributing to Zona’s growth strategy and supporting the GM and his/her peer group in executing that strategy.

Responsibilities
-Oversee the day to day operations of the Customer service team
-Work with team on use of company and customer facing systems. Coordinate other technical training as needed for team and support staff
-Formulate and administer company policies within the customer service and provisioning department
-Review team members’ scheduling to make sure there is adequate coverage for call flow and walk in traffic
-Review customer service activities to see that goals are being accomplished efficiently
-Capture and report billing and growth data to determine department or division progress toward stated goals and objectives
-Confer with General Manager and other administrative personnel to review achievements and discuss required changes in goals or objectives resulting from current status and conditions
-Set operational and financial metrics targets on a monthly and quarterly basis; define and manage longer-term operational and financial forecast
-Interface with customers and handle customer escalations in support of the front line team
-Serve as a champion of the Zona Wyyerd brand and culture both internally and externally
-Other duties as assigned

Experience/Qualifications
-Familiar with customer record systems, processes and practices
-Highly organized and communicative with colleagues and leaders
-Ability to adapt to a changing environment
-Must enjoy working with the public, both on the telephone and in person
-Ability to troubleshoot and identify customers’ needs
-Ability to multi-task, prioritize and manage time effectively
-Preference given to individuals living in close proximity to our office
-Five + years work experience in a customer service role; team leadership experience a plus

This position description is not intended to be and should not be construed as an all inclusive list of responsibilities, skills or working conditions associated with this position. While this description is intended to accurately reflect the position’s activities and requirements, management reserves the right to modify, add or remove duties as necessary