Customer Loyalty Advocate

This is a fully remote position, open to applicants in Kansas.

📋 Description

• Oversee a specialized retention queue for incoming calls, emails, texts, and customer service tickets.

• Analyze customer profiles, account histories, and AI-driven insights to discover opportunities for reaching out to customers and crafting tailored retention strategies.

• Address customer concerns, navigate objections, and negotiate solutions that align with customer needs and IdeaTek's retention objectives.

• Deliver an exceptional customer experience regarding billing, service, installation, and other inquiries.

• Employ basic technical troubleshooting abilities to recognize and resolve common issues while escalating more complex technical requirements.

• Ensure accurate documentation of customer information, notes, and outcomes within CRM and customer support platforms.

• Track retention performance metrics and manage actions to achieve both individual and team targets.

• Recognize recurring customer challenges and relay insights to enhance customer experience and retention tactics.

⛳️ Requirements

• A minimum of 2 years of experience in customer service, call centers, retention, or other high-volume customer-facing roles.

• Excellent problem-solving capabilities.

• Basic technical knowledge with the ability to troubleshoot common internet or service-related issues.

• Familiarity with CRM, ticketing, or customer support systems.

• Strong verbal and written communication skills.

• Capability to manage multiple customer interactions, priorities, and follow-up tasks in a fast-paced environment.

• Proficient in navigating customer objections and negotiating solutions with professionalism.

• This position does not qualify for Visa sponsorship.

• This position is not eligible for relocation assistance.

• Preferred: Previous experience in a technical support or help desk setting.

• Preferred: Background in customer retention, save teams, or escalation-focused customer service.

• Preferred: Experience in utilizing AI-powered customer service or lead management tools.

• Preferred: Experience in the telecommunications or broadband industry.

🏝️ Benefits

• Competitive salary.

• Quarterly performance bonuses.

• Medical, dental, vision, and life insurance coverage.

• 401(k) plan with company match.

• Complimentary coaching/counseling services for employees and their families.

• Free internet service (if available in your area) or reimbursement for internet costs.

• Tuition reimbursement for personal and professional development.

• Opportunities for community engagement.