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Job DescriptionPosition Title: Customer Service Representative (CSR)$16.50 to $20.50 hourly DOEComprehensive health benefits include - medical, dental, vision, 401k, flexible spending account, paidsick leave and paid time off, parental leave, quarterly performance bonus, training, career growth and educationreimbursement programs.At Ziply Fiber, our mission is to elevate the connected lives of our communities every day. We'redelivering the fastest home internet in the Northwest, with a focus on areas traditionally underserved bymainstream 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 providecustomers 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 putourselves in their shoes and give them our full attention.Empowering You: We empower our customers to choose the products that best meet their needs, andwe support our employees to implement solutions that elevate the experiences of our customers andcoworkers.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 acorporation.Job Summary:The Customer Service Representative will be responsible for creating an outstanding experience at everyinteraction for both new and existing customers. The Customer Service Representative uses superiorproduct knowledge and has a passion for customer satisfaction to provide solutions for a wide range ofresidential 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 employeeand not intended to reflect all duties performed.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 customer's complaint andescalating as needed.Processing customer payments.Checking and responding to customer service voicemails.Contributing to team effort by accomplishing related tasks as needed.Qualifications:High school diploma or equivalent GED required.Customer service experience required. Call Center experience preferred.Bilingual (English/Spanish) is 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 ofsituations.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.THIS IS AN ON SITE POSITIONWork Authorization:Applicants must be currently authorized to work in the US for any employer. Sponsorship is not availablefor this position.Physical Requirements:The physical demands described here are representative of those that must be met by an employee tosuccessfully perform the essential functions of this job. Reasonable accommodation may be made toenable 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 acomfortable position with frequent opportunity to move about. The employee must occasionally lift and/ormove 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:Work is performed in an office setting with exposure to computer screens and requires extensive use of acomputer, keyboard, mouse, and multi-line telephone system. The work is primarily a modern officesetting.At all times, Ziply Fiber must be your primary employer. Unless otherwise prohibited by law, employeesmay not hold outside employment nor be self-employed without obtaining approval in writing from ZiplyFiber. In holding outside employment or self-employment, employees should ensure that participationdoes 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 ofrace, color, religion, national origin, gender, age, marital status, sexual orientation, veteran status, and thepresence 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 mayrequire a pre-employment drug screening.Ziply Fiber is a drug free workplace.Requirements