Customer Service and Activation Representative (CSAR)

Surprise, AZ, USA

Job Type

Full-Time On Site

Overview

Zona Wyyerd (“Zona”) is seeking a Customer Service and Activation Representative (CSAR) to be part of a team of high-energy, customer-oriented peers who handle sales and customer support as the first point of contact for customers and others who call into Zona.

About Zona Wyyerd

Zona Wyyerd (“Zona”), a subsidiary of Wyyerd Group, is a fiber-to-the-premise internet and related services provider headquartered in Surprise, AZ and offering services across central Arizona. Put simply, Zona offers faster, more reliable and higher value internet with symmetrical speeds, no data caps, no contracts and no invoice surprises, and Zona backs it up with superior, local customer service. Zona offers a full suite of services for residences, businesses, enterprises, carriers and non-profit partners including government and education entities.

Zona, formerly known as Accipiter Communications, began in 1996, serving a 1,100 square mile area in Maricopa and Yavapai Counties. Following its acquisition by Wyyerd Group in July of 2019, Zona is now fully funded to pursue an aggressive expansion plan aimed at offering services extensively across central Arizona while strengthening our value and integrity commitments to all customers.

If you are interested in a fast-growing company with a collaborative team culture and a strong belief in treating customers like the friends and neighbors that they are, Zona may be just the right place for you. Visit zonawyyerd.com for more information.

About Wyyerd Group

Wyyerd Group, via its local operating entities, delivers fast, affordable, fiber-based internet access and related services, currently operating in four states and expanding both organically and inorganically. At Wyyerd, we believe that each community/region is unique and should be supported by an equally unique, locally-managed organization, led by a local team with full support from Wyyerd’s central team. Wyyerd’s vision is to become the cornerstone partner for internet connectivity, fiber and facilities interconnection, smart community enablement and sustainable development, one community at a time across the US and Southern Canada. Visit wyyerd.com for more information.

Responsibilities

The Customer Service and Activation Representative (CSAR) is the first point of contact for customers who are interested in services provided by Zona; therefore, a positive first impression is an important aspect of this position. They are responsible for assisting customers with internet service issues, including installation, discontinuance, changes in service, and billing. This individual must be proactive in recognizing the needs of customers, providing solutions or referring customers to associates who will be able to provide quick and accurate resolutions to their problems. The CSAR should actively seek to sell and up-sell products and services that may be beneficial to customers. Therefore, this individual must be diligent and assertive when referencing the latest products and services provided by the company. The CSAR will be involved with community/external events and promotions and any other activity that is identified as being of value to promote Zona Wyyerd and its products in the market.


Responsibilities:
-Provide outstanding customer service in all aspects of customer contact
-Manage customer concerns while meeting company goals
-Suggest products and services for customer’s needs
-Promote Zona’s products and services and up-sell where appropriate for customers
-Answer Inbound phone calls
-Handle walk in customer’s needs
-Maintain the field technicians’ schedule
-Ensure billing is accurate
-Apply customer payments to billing accounts
-Troubleshoot a limited set of basic technical issues in order to obtain First Call Resolution
-Provision new services, discontinuations and other changes in network management system as needed
-Respond to emails and voicemails
-Attend community events as needed
-Other duties as required

Experience/Qualifications:
-Familiar with customer record systems and practices in general
-2+ years customer service experience
-High school diploma, with some college preferred
-Highly organized and communicative with colleagues and leaders
-Detail oriented
-Ability to adapt to a changing environment
-Must enjoy working with the public, both on the telephone and in person
-Ability to troubleshoot and identify customers’ needs
-Ability to multi-task, prioritize and manage time effectively