This is a remote position.
Position Title: Residential Sales & Service Consultant
Union: IBEW 89
$17.00 to $18.17 hourly DOE
Comprehensive health benefits include - medical, dental, vision, 401k, flexible spending account, paid
sick leave and paid time off, parental leave, quarterly performance bonus, training, career growth and
education reimbursement programs.
At Ziply Fiber, our mission is to elevate the connected lives of our communities every day. We’re
delivering the fastest home internet in the Northwest, with a focus on areas traditionally underserved by
mainstream internet companies. And as our state-of-the-art fiber network expands in WA, OR, ID and MT,
so does our need for team members who can help us grow and realize our goals.
We may be building internet, but we are reaching real people. We strive to build relationships and provide
customers and communities with refreshingly great experiences.
We emphasize our values in all our interactions:
Genuinely Caring: Our customers and colleagues are people, and quite possibly our neighbors. We put
ourselves in their shoes and give them our full attention.
Empowering You: We empower our customers to choose the products that best meet their needs, and
we support our employees to implement solutions that elevate the experiences of our customers and
coworkers.
Innovation and Improvement: We always look for ways to make the experiences of our customers – and
each other – better.
Earning Your Trust: We earn trust by communicating simply and transparently as real people, not as a
corporation.
Job Summary
The 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.
Essential Duties and Responsibilities:
The Essential Duties and Responsibilities listed below are a range of duties performed by the employee
and not intended to reflect all duties performed.
- Sell Ziply products and services.
- Retain current customers.
- Negotiate service order requests from customers for installation, change or removal of
telephone, data, and related services.
- Interact with customers patiently, empathically, 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.
- Perform a full range of billing and collections duties, including, but not limited to discussing
billing inquiries, collecting on delinquent accounts, negotiating payment arrangements, and
disconnecting accounts due to nonpayment.
- 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.
- Providing a best-in-class customer service experience.
- Troubleshoot customer issues through satisfactory resolution.
- Respond to social media messages from customers on various platforms.
- Work efficiently according to Call Center metric demands.
- Perform additional duties and as required.
- Always maintain a professional demeanor.
- Perform multi-tasking between systems for customer support.
- Assist with training and peer coaching as assigned by supervisor.
- Performs other duties as required to support the business and evolving organization.
Qualifications:
- High school diploma or general education degree (GED).
- Prior experience in customer service, sales, social media, or collections preferred, but
not required.
- Basic Proficiency with Microsoft Office Suite.
- Understanding of database programs preferred.
- Intermediate computer competency.
Knowledge, Skills, and Abilities:
- 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.
Work Authorization
Applicants must be currently authorized to work in the US for any employer. Sponsorship is not available
for this position.
Physical Requirements
The physical demands described here are representative of those that must be met by an employee to
successfully perform the essential functions of this job. Reasonable accommodation may be made to
enable individuals with disabilities to perform the essential functions.
Essential and marginal functions may require maintaining the 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.
At all times, Ziply Fiber must be your primary employer. Unless otherwise prohibited by law, employees
may not hold outside employment nor be self-employed without obtaining approval in writing from Ziply
Fiber. In holding outside employment or self-employment, employees should ensure that participation
does not conflict with responsibilities to Ziply Fiber or its business interests.
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.
