Customer Loyalty Advocate

🔥 0 minutes ago

🌪️ Kansas – Remote

🌪️ Kansas – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

🔄 Customer Retention Specialist

🚫👨‍🎓 No degree required

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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IdeaTek

WebsiteLinkedInAll Job Openings

51 - 200 employees

📡 Telecommunications

🤝 B2B

Telecommunications • B2B

IdeaTek is a telecommunications company specializing in fiber-delivered internet solutions. With an entirely fiber-based network, they provide ultra-fast and reliable internet services to communities in central and south Kansas. Celebrated for their customer service, which is available 24/7, IdeaTek aims to bring progressive technology to its users, ensuring high-speed connectivity and various telecommunication options such as VoIP and eFax.

📋 Description

• Manage a dedicated retention queue across inbound calls, emails, texts, and customer support tickets • Review customer profiles, account history, and AI-generated insights to identify opportunities to contact customers and develop personalized retention strategies • Listen to customer concerns, overcome objections, and negotiate solutions supporting customer needs and IdeaTek's retention goals • Provide a white-glove customer experience for billing, service, installation, and other concerns • Use basic technical troubleshooting skills to identify and resolve common issues, escalating complex technical needs • Maintain accurate customer information, notes, and outcomes in CRM and customer support systems • Monitor retention performance metrics and manage activity to meet individual and team goals • Identify recurring customer issues and share insights to improve customer experience and retention strategies

🎯 Requirements

• 2+ years of experience in customer service, call center, retention, or another high-volume customer-facing environment • Strong problem-solving skills • Basic technical aptitude with the ability to troubleshoot common internet or service 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 activities in a fast-paced environment • Ability to navigate customer objections and negotiate solutions professionally • This role is not eligible for Visa sponsorship • This role is not eligible for relocation • Preferred: Previous experience in technical support or help desk environment • Preferred: Experience in customer retention, save teams, or escalation-focused customer service • Preferred: Experience working with AI-powered customer service or lead management tools • Preferred: Telecommunications or broadband industry experience

🏖️ Benefits

• Competitive pay • Quarterly performance bonuses • Medical, dental, vision, and life insurance • 401(k) with match • Free coaching/counseling for employees and families • Free internet service (if available in your area) or internet reimbursement • Tuition reimbursement for personal and professional growth • Community engagement opportunities