Commercial Service Specialist

Ziply Fiber

. Support Ziply Fiber’s largest commercial enterprise or wholesale customers.

Posted 9/15/2026full-timeUnited StatesMid-LevelSenior💰 $61,013 - $93,023 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in customer service and sales operations within the telecommunications industry, with a strong focus on relationship management, billing accuracy, and contract negotiation. Proficient in utilizing Salesforce and Microsoft Office tools to enhance customer interactions and operational efficiency.

Highest-signal resume keywords

Customer Service ExperienceSalesforce ProficiencyTelecommunications KnowledgeContract NegotiationBilling Systems Expertise

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Order ProcessingSales TrackingInvoicingBilling AdjustmentsContract Language UnderstandingSIP KnowledgeVOIP/PBX KnowledgeFiber Internet KnowledgeOracle M6 ProficiencyMicrosoft Office Suite

Soft Skills

Exceptional Communication SkillsAttention to DetailTime ManagementOrganizational SkillsInterpersonal Skills

Tools & Technologies

SalesforceDPI/CXP Billing SystemsWorkflow ManagerRequest Tracker (RT)VFO

Industry Keywords

TelecommunicationsEnterprise CustomersCarrier/WholesaleCustomer ExperienceStrategic Relationships

Tech Stack

Tools & technologies

OracleVoIP

About the role

Key responsibilities & impact

Support Ziply Fiber’s largest commercial enterprise or wholesale customers.
Maintain and develop strategic professional relationships with sales, order, project management, and other internal teams.
Provide white-glove customer support and a detail-oriented, genuinely caring customer experience.
Address customer inquiries as the lead point of contact for assigned accounts.
Develop and maintain trusting, strategic, long-term relationships with key stakeholders.
Ensure timely and successful delivery of solutions according to customer needs and objectives, issuing escalations as needed.
Conduct quarterly account reviews.
Review contracts, statements, customer information, account products/services, and issue billing adjustments.
Conduct post-install first-bill reviews to ensure accurate billing and customer satisfaction.
Interpret, explain, and correct billing statements.
Provide standard and ICB pricing using customers’ contractual pricing and terms.
Negotiate renewal contracts and close opportunities in Salesforce to maximize revenue retention.
Assist with collection efforts on delinquent accounts.
Create Salesforce orders for move, add, change, and disconnect requests.
Maintain detailed Salesforce case documentation for customer and account interactions.
Work regular business hours Pacific Standard Time.
Perform other duties required to support the business and evolving organization.

Requirements

What you’ll need

High School Diploma or GED.
A Bachelor’s degree or equivalent combination of education and experience.
Minimum of four (4) years of customer service experience in an enterprise organization.
Minimum of five (5) years of experience in Telecommunications and Sales Operations.
Minimum of three (3) years working with Carrier/Wholesale/Enterprise customers.
Exceptional written and verbal communication skills, with the ability to effectively engage internal and external stakeholders at all levels of the business.
Proven ability to juggle multiple complex customer inquiries/projects at a time, while maintaining sharp attention to detail.
Strong understanding of order processing, sales tracking, and invoicing.
Exhibit technical proficiency with computers and basic networking.
Strong working knowledge of the Microsoft Office suite of products, including Outlook, Excel, Word, and PowerPoint.
Must consistently demonstrate a professional, business-appropriate appearance in all Microsoft Teams video meetings.
Applicants must be currently authorized to work in the US for any employer. Sponsorship is not available for this position.
Knowledge of SIP, Hosted Voice/VOIP/PBX, Fiber Internet, Ethernet (EIA, EVPL, EPL, ELAN, etc.) circuits, TDM/SONET networks technology and protocols.
Working knowledge of Oracle M6, billing systems (DPI/CXP), Salesforce, Workflow Manager, Request Tracker (RT), VFO, and online billing/payment portals.
Working knowledge of contract language and terms, including early termination liabilities.
Excellent time management and ability to work within critical deadlines utilizing strong organizational, multi-tasking, and prioritization skills.
Self-motivated and able to work independently, applying sound judgment and reasoning skills to a variety of situations.
A team player, able to collaborate effectively with others.
Ability to adjust to rapidly changing priorities and schedules.
Ability to provide excellent customer service.
Excellent interpersonal skills.
Must be able to occasionally lift and/or move up to 25 pounds.
Must meet physical requirements including bending, stooping, sitting, walking, or standing for prolonged periods, with required close, distance, color, peripheral, and depth vision and ability to adjust focus.
Must complete a pre-employment background check; pre-employment drug screening may be required.

Benefits

Comp & perks

Medical
Dental
Vision
401k
Flexible spending account
Paid sick leave
Paid time off
Parental leave
Quarterly performance bonus
Training
Career growth
Education reimbursement programs