Supervisor, Order Management

Ziply Fiber•Everett, WA

1d•Onsite

About The Position

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 The Order Management Supervisor will be responsible for the management and leadership of a multi-location team of Order Specialists (POTS, Hunt Groups, Remote Call Forwarding, BFI, HSI, Centrex, OPX, DSO, DS1, 2/4 Wire Circuits, PRI/DID, Contract Renewals, MACD, Federal, Hot Cuts, CPE and Billing Support). This position is charged with the day-to-day order administration & billing support of our Commercial Enterprise customers.

Requirements

High school diploma or GED.
Bachelor’s Degree in Communications, Management of Information Systems, Engineering, Math, Science discipline, or equivalent combination of education and experience.
Minimum of seven (7) years of customer service experience.
Minimum of three (3) years of experience in order processing, billing, or account management.
Intermediate Proficiency with Microsoft Office Suite.
Demonstrated ability to lead and motivate.
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

Experience with Fiber, Ethernet, TDM/SONET networks technology & protocols preferred.
Experience with network monitoring (capacity, performance, ports utilization), network provisioning & activation and network fault management for Fiber, Ethernet, TDM/SONET networks.

Responsibilities

Responsible for the day-to-day order operation & billing support management of the following: POTS, Hunt Groups, Remote Call Forwarding, BFI, HSI, Centrex, OPX, DSO, DS1, 2/4 Wire Circuits, PRI/DID, Contract Renewals, MACD, Federal, Hot Cuts, CPE and Billing Support.
Support capital budget process & planning within order management.
Work in conjunction with Marketing, Sales & Products to ensure that newly defined products & services are fully supported by the Engineering Technical Operations groups.
Manage and cultivate relationships with internal client groups such as Marketing, Sales, Products, Call Centers & Engineering.
Perform project management of corporate initiatives from conceptual stage through completion including issue identification & resolution, progress reporting, budget tracking & ongoing operational excellence.
Manage and motivate all members of the Order Management team.
Mentor, coach, review performance & develop team members to pursue their management or technical career track.
Performs other duties as required to support the business and evolving organization.