Residential Sales & Service Consultant

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 toelevating the connected livesof the communities we serve. We offer the fastest home internet in the nation, arefreshingly great customer experience,andaffordableplans that putcustomersin charge.

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

• Genuinely Caring: We treat customers and colleagues like neighbors, with empathy and full attention.
• Empowering You: We help customers choose whatisbest for them,andwesupport employees in implementingnew ideasand 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.

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.

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.
• Negotiate service order requests from customers for installation, change or removal of telephone, data, and related services.
• 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.
• 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.
• 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.
• Assist with training and peer coaching as assigned by supervisor.
• Performs other duties as required to support the business and evolving organization .

• 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.

• 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.

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 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,…