Remote Customer Retention Advocate

IdeaTek

United States

Remote

USD 42,000 - 64,000

Full time

6 days ago

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Benefits offered by this job

Competitive pay

Bonuses

Benefits package

Free internet

Tuition reimbursement

Community involvement

Job summary

IdeaTek is seeking a Customer Loyalty Advocate to join our retention team. Work across inbound calls, emails, texts, and proactive outreach to understand needs, resolve concerns, and strengthen customer relationships.

You’ll leverage AI-powered tools and customer profiles to identify risk and deliver personalized, white-glove service across billing, service, and installation topics. This fully remote role demands 2+ years in customer service or similar, with strong problem solving,

Responsibilities

Manage a dedicated retention queue across channels.
Review customer profiles and AI insights to tailor retention plans.
Listen to concerns, overcome objections, and negotiate solutions.
Provide white-glove guidance through billing, service, installation and related issues.
Log customer interactions and outcomes in CRM and support tools.
Monitor performance metrics and contribute to team goals.
Identify recurring issues and share insights to improve retention.