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.

• 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.

• 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

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• 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

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

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