Customer Service Representative

Job Description
Position Title: Customer Service Representative (CSR)
$ $20.50 hourly DOE
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.

At Ziply Fiber, our mission is to elevate the connected lives of our communities every day. We're

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 the 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 Customer Service Representative will be responsible for creating an outstanding experience at every

interaction for both new and existing customers. The CSR 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.

Essential Duties and Responsibilities:

• 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.

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• Helping to resolve product or service problems by clarifying the customer's complaint and

escalating as needed.

• Processing customer payments.
• Checking and responding to customer service voicemails.
• Troubleshoot service issues
• Apprise higher level technicians to potential service outages and client site issues
• Escalate serious complaints or issues that require Network or Infrastructure teams to intervene
• Serve as backup for Sales and Billing departments, input customer leads and process payments
• Contributing to team effort by accomplishing related tasks as needed.

Requirements
Qualifications:

• 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.

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.
• Understanding of TCP/IP Protocol is preferred.

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 accommodation may be made to

Enable Individuals With Disabilities To Perform The Essential Functions.
Essential and marginal functions may require maintaining the 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 Environment and Additional Information:

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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.