Customer Loyalty Advocate

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

📋 Description

• Oversee a dedicated retention queue handling inbound calls, emails, texts, and customer support tickets.

• Analyze customer profiles, account history, and AI-generated insights to pinpoint contact opportunities and create tailored retention strategies.

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

• Deliver a premium customer experience for billing, service, installation, and various other inquiries.

• Apply basic technical troubleshooting skills to identify and resolve common issues, while escalating more complex technical requirements.

• Ensure accurate maintenance of customer information, notes, and outcomes within CRM and customer support systems.

• Track retention performance metrics and manage activities to achieve both individual and team objectives.

• Recognize recurring customer issues and provide insights to enhance the customer experience and retention strategies.

⛳️ Requirements

• A minimum of 2 years’ experience in customer service, call center, retention, or another high-volume customer-facing environment.

• Excellent problem-solving abilities.

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

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

• Strong verbal and written communication skills.

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

• Proficient in navigating customer objections and negotiating solutions in a professional manner.

• Previous experience in a technical support or help desk environment is preferred.

• Experience in customer retention, save teams, or escalation-focused customer service is preferred.

• Familiarity with AI-powered customer service or lead management tools is preferred.

• Experience in the telecommunications or broadband industry is preferred.

• This position is not eligible for Visa sponsorship.

• This position is not eligible for relocation.

🏝️ Benefits

• Competitive salary.

• Quarterly performance-based bonuses.

• Comprehensive medical, dental, vision, and life insurance.

• 401(k) plan with matching contributions.

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

• Free internet service if available in your area or reimbursement for internet expenses.

• Tuition reimbursement to support personal and professional development.

• Opportunities for community engagement.