Open Position:
Closed Position:
Customer Success Representative

Set the tone for our customer support function and deliver exceptional service to clients

This position closed on
9/30/2022

General Info

Location:
Colorado Springs Preferred, or Greater Denver area
Type:
Full Time
Experience:
Mid-level
Department:
Customer Success
Reports to:
Client Success Manager
Salary Range:

General Description

At Underline, we are driven by a singular mission: to ensure the vibrancy of our nation through building intelligent community infrastructure. We work with communities across the United States to design, finance, construct and operate open access community fiber networks. These networks are the essential foundation for ultra-fast access to information, remote work and education, a competitive market for content and services, business formation job creation,  distributed healthcare services, new wireless solutions (5G), and resilient modernized infrastructure including responsible energy creation. 


As a Client Success Representative reporting to the Client Success Manager,  you are passionate about working closely with our customers to find solutions that maximize their satisfaction on an Underline network.  You will be the voice of Underline to all network customers, as well as the voice of the customer when issues arise and improvements can be made. As an early member of the Client Success team, you will be crucial to the process of defining how our various Clients (residents, business owners, school districts and Internet Service Providers) experience the Underline offering.


You are adept at finding creative and efficient ways to work through complex customer inquiries and solve problems. You have excellent communication skills  and are comfortable conversing with clients across a number of channels, including over the phone. You have superior organization skills and are comfortable managing your own time. It's also critical that you have a mindset for using technology and can quickly learn how to use new tools.

Does this sound like you?

  • Excellent written and verbal communication skills
  • Ability to collaborate in a team environment, as well as work as an independent contributor
  • Excellent time management skills; you thrive in a fast-paced, sometimes ambiguous environment
  • A can-do attitude and amazing problem solving skills.

What you'd be doing:

  • Answer incoming customer emails, calls, and chats regarding billing issues, product problems, service questions, and general client concerns
  • Investigate customer issues in various business systems, and when not able to resolve the issue directly, work with other departments as needed to resolve issues
  • Identify trends heard from customers by logging and tagging issues,  and then reporting trends with as much data as you can provide
  • Take the extra mile to engage customers and become their advocate within the business 
  • Work to establish a positive rapport with every customer interaction and maintain a high level of professionalism with clients 
  • Stay updated on product knowledge and company news

Experience we require:

  • 2-4 years experience in a technical or software-based customer support position (email, phone, chat or live)
  • Consistently meet or exceed productivity, quality, and client satisfaction goals

Bonus points:

  • Familiarity with Intercom, Aircall, ZenDesk, & G Suite is a plus!

Hiring Manager

Paula Diaz
Client Success Manager

Unsure about applying?

Confidence can sometimes hold us back from applying for a job. But here’s the thing: there's no such thing as a 'perfect' candidate. Underline is a place where everyone can grow. So however you identify and whatever background you bring with you, please apply if this is a role that would make you excited to come into work every day.

Position Application