Residential Sales and Service Consultant GRPB

Position Title: Residential Sales & Service Consultant

Union: IBEW 89

Base Salary: $17.00 to $18.17 hourly 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

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, 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.

· 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 .

Required 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 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.