Set the tone for our customer support function and deliver exceptional service to clients
About Underline
Underline starts with our people.
At Underline, we've rapidly built a culture around ownership, trust, community, and innovation. Underline is dedicated to cultivating a growth environment where people feel valued, work with a purpose of mission, are personally rewarded, and are professionally challenged.
Are you ready to join this team and transform American communities?
Underline was founded in 2019 with a singular mission: to ensure the vibrancy of our nation through building intelligent community infrastructure in a socially equitable manner. We work with American communities to design, finance, and construct open access fiber-optic networks. These networks are critical to secure internet access that’s fast, affordable, and fair. As open access networks, this infrastructure is also the essential foundation for distributed healthcare services, new wireless solutions, and resilient infrastructure including modernized water systems and responsible energy creation. Our first two projects are in Colorado Springs and Fountain, Colorado.
About this Position
As a Client Success Representative reporting to the Client Success Team Lead, 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:
- 1-3 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, ZenDesk, &/or G Suite a plus!