Part Time Customer Loyalty Advocate

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

📋 Description

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

• Analyze customer profiles, account histories, and AI-generated insights to pinpoint opportunities for customer outreach and tailor retention strategies.

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

• Deliver an exceptional customer experience by assisting customers with billing, services, installation, and various inquiries.

• Employ basic technical troubleshooting skills to identify and resolve common issues, while referring more complex technical requirements to the appropriate team.

• Keep precise records 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 targets.

• Recognize recurring customer issues and provide insights aimed at enhancing the customer experience and retention strategies.

⛳️ Requirements

• Minimum of 2 years of experience in customer service, call center, retention, or another high-volume customer-facing role.

• Must be available to work Monday-Friday from 8 AM - 12 PM.

• Strong problem-solving abilities to identify customer needs and formulate thoughtful solutions.

• Basic technical skills to troubleshoot common internet or service-related issues.

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

• Excellent verbal and written communication capabilities.

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

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

• This position is not eligible for Visa sponsorship.

• This position is not eligible for relocation.

🏝️ Benefits

• Competitive salary.

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

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

• Tuition reimbursement for personal and professional development.

• Opportunities for community engagement.

• A culture that prioritizes results, effort, and integrity.