Customer Service Representative

Position Title: Customer Service Representative (CSR)

Comprehensive health benefits include- medical, dental, vision, 401k, flexible spending account, paid sick leave and paid time off, quarterly performance bonus, training, career growth and education reimbursement programs.

Everyone deserves the best internet possible and that’s the refreshingly great experience we’re creating at Ziply Fiber. We’re bringing fiber to more than one million homes and businesses across the broader Northwest. By pairing brilliantly fast internet with customer choice and control, we’re making it simple and easy for you to connect to the things that matter most to you. Ziply Fiber is based in Kirkland, Washington, providing communities across Washington, Oregon, Idaho and Montana with fiber internet in addition to streaming TV, privacy products and phone service as well.

The CSR will be responsible for creating an outstanding experience at every interaction for both new and existing customers. This position uses superior product knowledge and has a passion for customer satisfaction to provide solutions for a wide range of residential customer needs in a fast-paced and energetic environment.

• Learning company processes, services and products in order to answer customer questions.

• Creating customer accounts with products and services requested.

• Maintaining customer records by accurately updating account information.

• Helping to resolve product or service problems by clarifying the customers complaint and escalating as needed.

• Processing customer payments.

• Checking and responding to Customer Service voicemails.

• Contributing to team effort by accomplishing related tasks as needed.

• High school diploma or equivalent, but more education is preferred.

• Call center, Customer Service, or supervisory experience may be required.

• Proficiency with technology, especially computers, software applications, and phone systems.

• Exceptional verbal and written communication skills.

• Strong understanding of company products, policies, and services.

• Excellent problem-solving skills.

• Ability to remain calm and courteous under pressure and navigate tense situations, especially during business hours.

• 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 perform the essential functions of this job successfully. Reasonable accommodation 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 the 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, 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.

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.