Commercial Service Specialist

This is a remote position.

Position Title: Commercial Service Specialist

Base Salary: $61,013 to $93,023 annually DOE

Benefits: 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.

Ziply Fiber is a local internet service provider dedicated to elevating the connected lives of the communities we serve. We offer the fastest home internet in the nation, a refreshingly great customer experience, and affordable plans that put customers in charge. 

As our state-of-the-art fiber network expands, so does our need for team members who can help us grow and realize our goals.  

Our Company Values: 

• Genuinely Caring: We treat customers and colleagues like neighbors, with empathy and full attention. 
  

• Empowering You: We help customers choose what is best for them, and we support employees in implementing new ideas and solutions. 
  

• Innovation and Improvement: We constantly seek ways to improve how we serve customers and each other.  
  

• Earning Your Trust: We build trust through clear, honest, human communication. 
  

Job Summary

As a Commercial Service Specialist, you will be responsible for going above and beyond in support of Ziply Fiber’s largest commercial enterprise or wholesale customers. Maintaining and developing strategic professional relationships with sales, order, and project management, as well as other internal teams, with the goal of delivering white-glove support to your customers. Your purpose is to provide the Ziply refreshingly great customer experience with detail-oriented analysis and genuinely caring attention to any customer concern.

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.

Customer Relationship & Account Management

·        Address all customer inquiries, operating as the lead point of contact for all matters specific to your assigned customer accounts. Develop and maintain trusting, strategic, long-term relationships with key stakeholders.

·        Ensure the timely and successful delivery of solutions according to customer needs and objectives, issuing escalations as needed.

·        Conduct quarterly account reviews

Billing, Contracts & Financial Accuracy

·        Maintain accurate account records by thoroughly reviewing contracts, statements, customer information, account products/services, and issuing billing adjustments.

·        Conduct post-install first bill reviews on assigned accounts to ensure accurate billing and customer satisfaction.

·        Accurately interpret and explain or correct billing statements.

·        Provide standard and ICB pricing in an expeditious manner, using the customers’ contractual pricing and terms.

·        Negotiate renewal contracts and close opportunities in Salesforce to maximize retention of revenue when necessary.

·        Assist with collection efforts on delinquent accounts.

Salesforce, Orders & Documentation

·        Create Salesforce orders for move, add, change, and disconnect type requests.

·        Record detailed documentation via organized management of cases in Salesforce for all customer and account interactions.

Operational Support & Availability

·        Must be available to work regular business hours Pacific Standard Time.

Other Duties

·        Performs other duties as required to support the business and evolving organization.

Required Qualifications:

·        High School Diploma or GED.

·        A Bachelor’s degree or equivalent combination of education and experience.

·        Minimum of four (4) years of customer service experience in an enterprise organization.

·        Minimum of five (5) years of experience in Telecommunications and Sales Operations.

·        Minimum of three (3) years working with Carrier/Wholesale/Enterprise customers.

·        Exceptional written and verbal communication skills, with the ability to effectively engage internal and external stakeholders at all levels of the business.

·        Proven ability to juggle multiple complex customer inquiries/projects at a time, while maintaining sharp attention to detail.

·        Strong understanding of order processing, sales tracking, and invoicing.

·        Exhibit technical proficiency with computers and basic networking.

·        Strong working knowledge of the Microsoft Office suite of products, including Outlook, Excel, Word, and PowerPoint.

·        Must consistently demonstrate a professional, business‑appropriate appearance in all Microsoft Teams video meetings.

Preferred Qualifications:

·        Knowledge of SIP, Hosted Voice/VOIP/PBX, Fiber Internet, Ethernet (EIA, EVPL, EPL, ELAN, etc.) circuits, TDM/SONET networks technology and protocols.

·        Working knowledge of the following systems: Oracle M6, billing systems (DPI/CXP), Salesforce, Workflow Manager, Request Tracker (RT), VFO, and online billing/payment portals.

·        Working knowledge of contract language and terms, including early termination liabilities.

Knowledge, Skills, and Abilities:

·        Excellent time management and ability to work within critical deadlines utilizing strong organizational, multi-tasking, and prioritization skills.

·        Self-motivated and able to work independently, applying sound judgment and reasoning skills to a variety of situations

·        A team player, able to collaborate effectively with others.

·        Ability to adjust to rapidly changing priorities and schedules.

·        Ability to provide excellent customer service.

·        Excellent interpersonal skills.

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 accommodations may be made to enable individuals with disabilities to perform the essential functions.

Essential and marginal functions may require maintaining physical condition necessary for bending, stooping, sitting, walking, or standing for prolonged periods of time; most of 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.