Residential Sales and Service Consultant

Ziply Fiber

26d•$17 - $18

About The Position

At Ziply Fiber, our mission is to elevate the connected lives of our communities every day. We are 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.

Requirements

High school diploma or general education degree (GED) required.
Bilingual in English and Spanish is required.
Basic Proficiency with Microsoft Office Suite.
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.
Applicants must be currently authorized to work in the US for any employer.
Sponsorship is not available for this position.

Nice To Haves

Prior experience in customer service, sales, social media, or collections preferred, but not required.
Understanding of database programs preferred.

Responsibilities

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 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 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.
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.