08/04/2020
$1,000 new hire sign-on bonus (per terms upon offer)
There’s a new fiber internet provider in the Pacific Northwest. We’re Ziply Fiber, and we’re building the most advanced fiber network with a refreshingly great customer experience for all that people will ever do in the online world. Join us today as a Residential Sales and Service Consultant focused on Customer Relations and Social Media engagement with our customers! This is a Union position with IBEW 89 that offers a great bonus plan for your excellent customer engagement efforts.
What will you be doing?
Residential Sales and Service Consultants are responsible for creating an outstanding experience at every interaction for both new and existing customers. The person uses superior product knowledge and a passion for customer satisfaction to provide solutions for a wide range of residential customer needs in a fast-paced and energetic environment.
Provide a best-in-class customer service experience and troubleshoot customer issues through satisfactory resolution.
Respond to social media messages from customers on various platforms.
Interact with customers patiently, empathetically, and efficiently by presenting services to the customer for save and sales opportunities and completing save/service order activity in an accurate and timely manner.
Accurately compute and quote customer monthly charges, non-recurring charges, adjustments, and balances. Provide flexible options to the customer based on product and service needs.
Utilize billing system to assist customers in a wide range of billing transactions.
Perform a full range of repair resolution duties, including, but not limited to interfacing with customers and performing work associated with pending orders, problem resolution, repair requirements, and repair resolution.
Retain current customers and sell Ziply products and services.
Negotiate service order requests from customers for installation, change or removal of telephone, data, and related services.
Work efficiently according to Call Center metric demands.
Perform multi-tasking between systems for customer support.
Assist with training and peer coaching as assigned by the supervisor.
Maintain a professional demeanor always.
Education and Experience:
High school diploma or general education degree (GED).
Prior experience in customer service or social media.
Prefer call center experience but not required.
Basic Proficiency with Microsoft Office Suite.
Understanding of database programs preferred.
Intermediate computer competency.
Ability to work independently and apply sound judgment and reasoning skills to a variety of situations
Ability to multi-task and collaborate effectively with other personnel to meet deadlines.
Strong verbal and written communication, attention to detail, and organizational skills
Ability to work within critical deadlines.
Ability to adjust to rapidly changing priorities and schedules.
Ability to provide excellent customer service to both internal and external customers.
Ability to type at least 25 WPM.
Physical Requirements:
Essential and marginal functions may require maintaining physical condition necessary for bending, stooping, sitting, walking, or standing for prolonged periods of time; most of the time is spent sitting in a comfortable position with frequent opportunity to move about. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
Work Environment:
Work is performed in an office setting with exposure to computer screens and requires extensive use of a computer, keyboard, mouse, and multi-line telephone system. The work is primarily a modern office setting.
Company Background
Everyone deserves the best internet possible, and that’s the refreshingly great experience we’re creating at Ziply Fiber. We’re bringing fiber to more than one million homes and businesses across the broader Northwest. By pairing brilliantly fast internet with customer choice and control, we’re making it simple and easy for you to connect to the things that matter most to you. Ziply Fiber is based in Kirkland, Washington, providing communities across Washington, Oregon, Idaho, and Montana with fiber internet in addition to streaming TV, privacy products, and phone service as well.
Diverse Workforce / EEO:
Ziply Fiber is an equal opportunity employer. Ziply Fiber will consider all qualified candidates regardless of race, color, religion, national origin, gender, age, marital status, sexual orientation, veteran status, and the presence of a non-job-related handicap or disability or any other legally protected status. Ziply Fiber requires a pre-employment background check as conditions of employment. Ziply Fiber may require a pre-employment drug screening. Ziply Fiber is a drug-free workplace.
