Retention Specialist: White-Glove Customer Care

Ideatek; Kansas; On-site; USD 38,000 - 56,000; Full time

Benefits offered by this job

Competitive pay

Quarterly bonuses

Medical/dental/vision benefits

Life insurance

401(k) with match

Free coaching/counseling

Free internet service or reimbursement

Tuition reimbursement

Community engagement opportunities

Culture of integrity

Job summary

IdeaTek is seeking a Customer Loyalty Advocate to join our retention team. You will engage with customers across calls, emails, texts, and proactive outreach to resolve concerns and strengthen relationships.

The role involves reviewing profiles, leveraging AI insights, and guiding customers through billing, service, and installations with a white-glove approach. Ideal candidates have 2+ years in high-volume customer support, strong problem-solving, and excellent communication skills.

Qualifications

• 2+ years of experience in customer service, call center, retention, or another 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

Problem-solving

CRM familiarity

Verbal communication

Written communication

Multi-tasking

Negotiation

Customer empathy

Tools

CRM systems

Ticketing systems

Job description

IdeaTek is seeking a Customer Loyalty Advocate to join our retention team. You will engage with customers across calls, emails, texts, and proactive outreach to resolve concerns and strengthen relationships.

The role involves reviewing profiles, leveraging AI insights, and guiding customers through billing, service, and installations with a white-glove approach. Ideal candidates have 2+ years in high-volume customer support, strong problem-solving, and excellent communication skills.