Customer Success Representative

Planet Networks•Farmville, VA

6d•Onsite

About The Position

Planet Networks is looking for a Customer Success Representative to support its expanding operations. This role will be the first point of contact for customers, handling technical and billing questions, provisioning equipment, assisting with installation scheduling and dispatch, and ensuring all requests are resolved or escalated promptly. The ideal candidate will be a patient communicator, organized, detail-oriented, and self-motivated, with experience in customer service or a related field.

Requirements

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.
1–3 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 Haves

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.

Responsibilities

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.
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.
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.
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.