Customer Service Manager

Position Title: Manager, Customer Service

$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'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 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

Customer service is of paramount importance at Ziply Fiber and is the call center's primary function and

priority. The Customer Service Manager ensures that its department delivers the highest quality of

customer service by developing and enforcing effective procedures, processes, and policies.

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.

• Oversee day-to-day operations of the Call Center.

• Hire, promote, discipline, assign, award, or address the grievances of department members.

• Work with the department to develop, establish, and enforce departmental and company policies

and procedures.

• Coach, mentor, and train team members.

• Create and manage department training program.

• Maintain accurate records and document all department activities and discussions.

• Hold weekly meetings and regular one-on-one meetings with department members.

• Assess service statistics and prepare detailed reports.

• Plan for and manage the approved budget for your department.

• Help implement new changes to stay current with evolving industry or technological trends.

• Cross-coordinate Coordinate communications for customer hand-offs to other department

inclusive of the offline department.

• Performs other duties as required to support the business and evolving organization.

Qualifications:

• Bachelor s degree preferred and/or minimum of 5yrs supervisory experience in customer service.

• Proficiency with technology, especially computers, software applications, and phone systems.

• Strong understanding of company products, policies, and services.

• Ability to coach, train, and motivate employees and evaluate their performance.

• Excellent problem solving and leadership skills.

• High proficiency in MS Office products.

• Analytical and problem-solving aptitude.

• Ability to remain calm and courteous under pressure and navigate tense situations.

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 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

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.