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Customer Service Manager

Ziply Fiber

Ephrata, WA | Full Time

$89k-115k (estimate)

1 Week Ago

Sales Account Executive

Ziply Fiber

Ephrata, WA | Full Time

$81k-110k (estimate)

7 Months Ago

Automotive Sales Consultant

Barry Automotive

Ephrata, WA | Part Time | Full Time

$88k-119k (estimate)

Just Posted

Public Information Officer (132570)

Grant County, WA

Ephrata, WA | Full Time

$58k-75k (estimate)

3 Weeks Ago

Technical Support Representative

Ziply Fiber

Ephrata, WA | Full Time

$36k-46k (estimate)

9 Months Ago

Customer Service Manager

Ziply Fiber Ephrata, WA

Apply

$89k-115k (estimate)

Full Time 1 Week Ago

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Ziply Fiber is Hiring a Customer Service Manager Near Ephrata, WA

Job Description

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.

Job Summary

JOB TYPE

Full Time

SALARY

$81k-104k (estimate)

POST DATE

05/06/2024

EXPIRATION DATE

05/19/2024

WEBSITE

ziplyfiber.com

HEADQUARTERS

Kirkland, IL

SIZE

<25

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The following is the career advancement route for Customer Service Manager positions, which can be used as a reference in future career path planning. As a Customer Service Manager, it can be promoted into senior positions as a Customer Service Senior Manager that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary Customer Service Manager. You can explore the career advancement for a Customer Service Manager below and select your interested title to get hiring information.

Customer Service Manager

Customer Service Senior Manager

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Customer Service Director

Network Service Director

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$43k-53k (estimate)
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If you are interested in becoming a Customer Service Manager, you need to understand the job requirements and the detailed related responsibilities. Of course, a good educational background and an applicable major will also help in job hunting. Below are some tips on how to become a Customer Service Manager for your reference.

Step 1: Understand the job description and responsibilities of an Accountant.

Quotes from people on Customer Service Manager job description and responsibilities

As a Customer Service Manager, your most important role is leading and motivating a team of staff to ensure they’re giving the best customer service possible.

02/02/2022: San Antonio, TX

They develop and implement standards effective in sustaining the relationship between an organization and its clients.

02/12/2022: Monterey, CA

Support the customer service team in resolving escalated issues or complaints and ensuring prompt turnaround for all service requests with consistent quality.

01/27/2022: Muskegon, MI

Customer service managers oversee teams of customer service representatives.

04/16/2022: Clarksville, TN

Determine operational strategies by conducting needs assessments, performance reviews, capacity planning, productivity, quality, and customer-service standards.

02/10/2022: Youngstown, OH

Step 2: Knowing the best tips for becoming an Accountant can help you explore the needs of the position and prepare for the job-related knowledge well ahead of time.

Career tips from people on Customer Service Manager jobs

They need to know how to attain key metrics such as service levels and use tools such as workforce management to manage productivity.

02/11/2022: Austin, TX

Customer service managers generally need a bachelor’s degree.

04/15/2022: Manchester, NH

Although certifications are not essential for this position, many customer service managers pursue optional credentials.

03/15/2022: Huntsville, AL

They should know how to set customer service goals, use CRM tools and build teams.

03/13/2022: Kennewick, WA

Customer service managers with good listening skills can easily pay attention to the customer to understand what they are actually saying.

04/16/2022: Detroit, MI

Step 3: View the best colleges and universities for Customer Service Manager.

Butler University

Carroll College

Cooper Union

High Point University

Princeton University

Providence College

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