Part-Time Customer Loyalty & Retention Specialist

Ideatek; Kansas; On-site; USD 17,000 - 22,000; Part time

Benefits offered by this job

Competitive pay

Free coaching/counseling for employees

Free internet service or reimbursement

Tuition reimbursement

Community engagement opportunities

Culture that values results

Job summary

IdeaTek is hiring a Part Time Customer Loyalty Advocate to join our retention team. You will handle inbound calls, emails, texts, and proactive outreach to strengthen customer relationships while leveraging AI tools and customer profiles for personalized interactions.

The role emphasizes problem solving, negotiation, and clear communication to ensure customers feel heard and supported as they navigate billing, service, and installation concerns.

Qualifications

• 2+ years of experience in customer service, call center, retention, or another high-volume customer-facing environment.
• Availability to work Monday-Friday from 8 AM - 12 PM
• Strong problem-solving skills 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

Retention strategies

Communication

Problem solving

Tools

CRM systems

Job description

IdeaTek is hiring a Part Time Customer Loyalty Advocate to join our retention team. You will handle inbound calls, emails, texts, and proactive outreach to strengthen customer relationships while leveraging AI tools and customer profiles for personalized interactions.

The role emphasizes problem solving, negotiation, and clear communication to ensure customers feel heard and supported as they navigate billing, service, and installation concerns.