Job description
Position Title: Commercial Service Specialist
$52,500 to $87,500 annually DOE (OR/WA)
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.
Company Background:
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.
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.
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 track record 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.
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.
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.
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