Account Manager

This is a remote position.
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 Account Manager will be responsible for customer service analysis inquiries primarily for small business and middle market business accounts.

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.

• Analyze requests from customers, sales account teams, agents channel and/or vendors regarding questions on select products and services and respond accordingly

• Secure accounts and assist customers by explaining invoices, requesting adjustments, and issuing correction requests to customer accounts

• Work with contracts and apply termination liabilities as required

• Access and review customer bills, process requests for credits/debit adjustments, support collection efforts and delinquent accounts

• Build customer relationships by providing quality service to inbound assigned accounts

• Provide superior product and service information to current and prospective customers

• Work closely with sales department handling incoming calls for assigned accounts

• Provide inbound call assistance in support of cross functional teams

• Request assistance for team members to ensure proper troubleshooting of customer problems and resolving of customer concerns

Qualifications:

• Must have 1 year of customer service analysis experience in a business organization

• 1 years of ISP, MSO, Telecommunications or related experience preferred

• Must have strong customer service skills

• Bachelor’s degree or equivalent combination of education and experience is required

• Strong organizational skills are required with a strong ability to multi-task

• Must have strong ability to quickly learn new systems and tools

• Prefer experience with Workflow Manager

• Must have experience with CRMS or Salesforce

• Must have a strong working knowledge of the Microsoft Office suite of products

• Strong written and verbal communication skills across all levels (team members, peers & senior management)

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.

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.

Job Type: Full-time