Customer Loyalty & Retention Advocate

Ideatek; Missouri; On-site; USD 42,000 - 62,000; Full time

Benefits offered by this job

Competitive pay bonuses

Medical insurance

Dental insurance

Vision insurance

401(k) with match

Free internet service

Internet reimbursement

Tuition reimbursement

Community involvement

Culture of integrity

Job summary

IdeaTek is seeking a Customer Loyalty Advocate in Missouri to join our retention team. You will engage customers across calls, emails, texts, and proactive outreach, resolving concerns and strengthening relationships.

Using CRM and AI-powered insights, you’ll tailor white-glove experiences, review profiles, and collaborate with teams to prevent churn while aligning with business goals. The role emphasizes problem solving, negotiation, and empathy, offering opportunities to grow and impact

Qualifications

• 2+ years in customer service, call center, retention, or another high-volume customer-facing environment.
• Strong problem-solving skills to identify customer needs and craft solutions.
• Basic technical aptitude to troubleshoot common internet or service issues.
• Familiarity with CRM, ticketing, or customer support systems.
• Strong verbal and written communication skills.

Responsibilities

• Manage a dedicated retention queue across inbound calls, emails, texts, and support tickets.
• Review customer profiles, account history, and AI insights to tailor retention strategies.
• Listen to customer concerns, overcome objections, and negotiate solutions that meet needs.
• Provide a white-glove experience guiding customers through billing, service, installation, and related issues.
• Use basic technical troubleshooting to identify issues and escalate complex needs.
• Maintain accurate customer information and outcomes in CRM and support systems.
• Monitor retention metrics and manage activity to meet goals.
• Identify recurring issues and share insights to improve retention.

Skills

Customer service

Retention

Problem solving

CRM

Communication

Multi-tasking

Negotiation

Tools

CRM systems

Ticketing tools

Job description

IdeaTek is seeking a Customer Loyalty Advocate in Missouri to join our retention team. You will engage customers across calls, emails, texts, and proactive outreach, resolving concerns and strengthening relationships.

Using CRM and AI-powered insights, you’ll tailor white-glove experiences, review profiles, and collaborate with teams to prevent churn while aligning with business goals. The role emphasizes problem solving, negotiation, and empathy, offering opportunities to grow and impact