Client Service Representative - Bilingual (English/Spanish)

Underline is a dynamic and innovative company dedicated to building intelligent community infrastructure that promotes social equity and ensures the vibrancy of American communities. Founded in 2019, Underline focuses on designing, financing, and constructing open access fiber-optic networks essential for providing secure, fast, affordable, and fair internet access. These networks serve as the backbone for various critical services including distributed healthcare, advanced wireless solutions, modernized water systems, and sustainable energy production. Underline's initial projects are located in Colorado Springs and Fountain, Colorado, where they strive to transform communities through technology and infrastructure development.

The company emphasizes a culture built on ownership, trust, community engagement, and a commitment to innovation. At Underline, employees are valued and empowered to work with a strong sense of purpose aligned with the company’s mission. The work environment promotes professional growth, personal reward, and meaningful challenges to foster a supportive and stimulating workplace. Joining Underline means becoming part of a passionate team dedicated to making a difference and driving lasting community impact.

This role is for a Client Success Representative position based in Colorado Springs, CO, operating in-office and reporting directly to the Client Success Team Lead. The successful candidate will serve as the primary point of contact for clients using Underline's fiber-optic network, acting both as the voice of the company and the advocate for client needs. The position demands an individual with exceptional problem-solving capabilities, strong communication skills, and the ability to manage multiple complex client issues efficiently.

The Client Success Representative will handle inquiries about billing, product issues, technical support, and general client concerns across various communication channels such as email, phone calls, and live chats. They will perform basic and advanced troubleshooting on client hardware and software, guiding clients through diagnostic processes, resolving technical roadblocks, and coordinating with other departments and field technicians as needed. Additionally, this role involves collaborating with installation partners to arrange and monitor appointments, ensuring that service delivery meets high standards, and addressing any follow-up client issues promptly.

Ideal candidates will be bilingual in English and Spanish, flexible in adapting to evolving processes, and capable of thriving in a fast-paced environment. They should demonstrate excellent time management, teamwork, and independent work skills while maintaining professionalism in all client interactions. The position offers an hourly pay starting at $20.00 and comes with generous benefits including health, dental, vision insurance, paid time off, and training opportunities. This is a full-time, in-person role providing a unique chance to contribute to transformative projects and support the growth of community infrastructure across America.