Customer Success Representative

Customer Success Representative

Planet Networks is filled with humble, life-long learners who are eager to help one another, and the company succeed. We lead with curiosity and aim for the highest, never shying away from taking calculated risks and embracing ambiguity as it comes. Here, the opportunities are limitless for those who dare to pursue bold ideas that exist just beyond the boundary of possibility.

We are looking for a Customer Success Representative to support Planet Network's expanding operations. You will be the first voice our customers hear and the person who keeps their service moving answering technical and billing questions, provisioning equipment, assisting with installation scheduling and dispatch, and making sure every request gets resolved or handed to the right person quickly.

Customer Support

• Answer inbound calls covering technical troubleshooting, service availability, and billing questions
• Manage an email and ticket queue, responding promptly and following each issue through to resolution
• Handle business customer requests with urgency, keeping the customer informed at every step
• Assist with billing and account questions explaining invoices and charges, taking payments, updating account and contact information, and processing service changes
• Document every interaction accurately so the next person picking up the ticket has full context

Technical Support & Provisioning

• Provision fiber modems and set up customer equipment for new installs, upgrades, and replacements
• Troubleshoot internet connectivity and Wi-Fi issues slow speeds, dropped connections, weak coverage
• Help customers get their devices connected and working: smart TVs, streaming devices, phones, tablets, printers, and computers
• Assist with email setup and troubleshooting on both computers and mobile devices
• Walk customers through each step over the phone in plain, non-technical language, at whatever pace they need
• Recognize when an issue is beyond phone support and escalate to the appropriate team or dispatch a technician without hesitation

Dispatch & Scheduling

• Build efficient daily routes for install and service technicians
• Schedule, reschedule, and confirm installation appointments and service calls
• Adjust the day's schedule in real time around cancellations, weather, and emergency outages
• Serve as the communication link between field technicians and customers

Orders & Service Requests

• Take new service orders by phone and assist customers placing orders through our website
• Verify serviceability and explain plan options, pricing, and installation timelines
• Coordinate handoff from order to installation so nothing stalls between the two

Who You Are

• A clear, patient communicator who can explain technical concepts to non-technical customers
• Comfortable asking for help and escalating early you would rather raise a hand than let a customer wait
• Organized and calm juggling a phone queue, an inbox, and a dispatch board at the same time
• Strong attention to detail, especially with account records, service addresses, and equipment serial numbers
• Self-motivated and able to prioritize independently in a fast-moving day
• 13 years in customer service, help desk, or dispatch preferred; ISP, telecom, or utility experience is a strong plus
• Working comfort with computers and basic networking concepts (IP addresses, Wi-Fi, routers, modems); willingness to learn the rest on the job

Nice to Have

• Experience in an IT support or help desk role preferred
• Experience with fiber networking or ONT/ONU provisioning is a plus
• Familiarity with CRM, ticketing, or field service management platforms
• Comfortable reading network maps to trace fiber paths onto a customer's property or gauge how far a buildout reaches

Benefits & Compensation

• Competitive hourly pay
• Annual bonuses with opportunity to earn equity
• Health Insurance: Medical, Dental, Vision, and Life Insurance
• Retirement Savings Plan (401K) with company match
• Paid Holidays & Vacation (PTO)

Job Type: Full-time, hourly

Work Location: In person

All applicants are considered for all positions without regard to race, religion, color, sex, gender, sexual orientation, pregnancy, age, national origin, ancestry, physical/mental disability, medical condition, military/veteran status, genetic information, marital status, ethnicity, citizenship or immigration status, or any other protected classification, in accordance with applicable federal, state, and local laws. By completing this application, you are seeking to join a team of hardworking professionals dedicated to consistently delivering outstanding service to our customers and contributing to the financial success of the organization, its clients, and its employees. Equal access to programs, services, and employment is available to all qualified persons. Those applicants requiring an accommodation to complete the application and/or interview process should contact a management representative.