Customer Loyalty Champion: White-Glove Retention

Ideatek Telcom LLC; Columbia Township (MO); On-site; USD 42,000 - 54,000; Full time

Benefits offered by this job

Competitive pay

401(k) with match

Counseling

Internet reimbursement

Tuition reimbursement

Community involvement

Culture of integrity

Job summary

IdeaTek is seeking a Customer Loyalty Advocate to join our retention team in Columbia Township, MO. You’ll engage with customers at critical moments, resolve concerns, and build trust through proactive outreach across calls, emails, texts, and chats.

Using AI-powered insights and CRM data, you’ll tailor personalized retention strategies, guide customers through billing and service issues, and ensure a seamless, white-glove experience that keeps them connected.

Qualifications

• 2+ years of experience in a high-volume customer-facing environment.
• Strong problem-solving skills with the ability to identify customer needs and develop thoughtful solutions.
• 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.

Responsibilities

• 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 that address customer needs while supporting IdeaTek's retention goals.
• Provide a white-glove customer experience by guiding customers through billing, service, installation, and other concerns with care and clear communication.
• Use basic technical troubleshooting skills to identify and resolve common issues, escalating more complex technical needs to the appropriate team.
• Maintain accurate customer information, notes, and outcomes within 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 that can help improve the customer experience and retention strategies.

Skills

Customer service

Problem solving

Communication

Multi-tasking

Tools

CRM software

Job description

IdeaTek is seeking a Customer Loyalty Advocate to join our retention team in Columbia Township, MO. You’ll engage with customers at critical moments, resolve concerns, and build trust through proactive outreach across calls, emails, texts, and chats.

Using AI-powered insights and CRM data, you’ll tailor personalized retention strategies, guide customers through billing and service issues, and ensure a seamless, white-glove experience that keeps them connected.