Commercial Service Specialist

Position Title: Commercial Service Specialist

$52,500 to $87,500 annually DOE

Comprehensive health benefits include - 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.

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 Commercial Service Specialist will provide support to Account Managers as well as their Wholesale

and large Enterprise customers. This position will handle customer escalations, working

interdepartmentally to research and resolve billing disputes and work with offer management to provide

Individual Case Basis (ICB) pricing. This position will also work to ensure timely installation of services

and customer specific performance metrics to avoid paying SLA penalties. The Commercial Service

Specialist will also onboard new customers to ensure VFO access and user training to facilitate customer

ordering, converting customer needs into Salesforce orders.

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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.

• Provides pre- and post-sales support for the Sales Managers, Account Managers, and their

assigned customers.

• Assist in the proposal process for customer inquiries.
• Provide standard and ICB pricing in an expeditious manner, using customer's contractual pricing

and terms.

• Assist sales in revenue tracking and analysis for planning purposes. Identification of sales

initiatives and opportunities.

• Provide solution recommendations, pricing, and project management support to generate

additional revenues.

• Assist with order provisioning and escalations when necessary.
• Work invoice disputes to resolution.
• Ensure customers are familiar with electronic systems and procedural aspect of conducting

business.

• Communicate with customers on a regular basis and in a timely manner to develop a good

relationship, acting as a customer advocate.

• Onboard new customers to ensure VFO access and user training to facilitate customer ordering,

converting customer needs into Salesforce orders.

• Perform other duties as assigned.

Qualifications:

• Minimum of five years' experience in Telecommunications and Sales Operations.
• Minimum of three years working with Carrier/Wholesale/Enterprise customers.
• Bachelor's degree or equivalent on the job training and experience.
• Strong understanding of order processing, sales tracking, and invoicing.
• Experience in Microsoft Office 365 power user, including SharePoint administrator, file

management and excel.

• Proven record of accomplishment of working multiple projects with the ability to drive through to

completion.

• Excellent communications skills including, writing, presenting, as well as accuracy and attention

to detail.

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.
• Ability to work within critical deadlines.
• Ability to adjust to rapidly changing priorities and schedules.
• Ability to provide excellent customer service.
• Excellent interpersonal skills.

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.

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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.