White-Glove Retention Specialist

Ideatek Telcom LLC; Wichita (KS); On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

Competitive pay

Quarterly bonuses

Medical, dental, vision, life, and 401

Free coaching/counseling for employees

Free internet service or reimbursement

Tuition reimbursement

Community engagement opportunities

Job summary

IdeaTek is seeking a Customer Loyalty Advocate to join our retention team in Wichita, KS. You will engage with customers across calls, emails, texts, and proactive outreach to strengthen relationships using insights and AI-powered tools.

You’ll review profiles, resolve billing or service issues, and develop personalized retention strategies while maintaining accurate records and working toward team goals.

Qualifications

• 2+ years of experience in a high-volume customer-facing environment.
• Strong problem-solving skills with the ability to identify customer needs.
• Basic technical aptitude to troubleshoot common internet/service issues.
• Familiarity with CRM, ticketing, or customer support systems.
• Excellent verbal and written communication skills.

Responsibilities

• Manage a dedicated retention queue across calls, emails, texts, and tickets.
• Review profiles, account history, and AI insights to tailor retention strategies.
• Listen to concerns, overcome objections, and negotiate solutions.
• Provide a white-glove experience guiding customers through billing, service, and installation.
• Use basic technical troubleshooting and escalate complex issues as needed.
• Maintain accurate customer notes and outcomes in CRM systems.
• Monitor performance metrics and contribute to team goals.
• Identify recurring issues and share insights to improve retention.

Skills

Customer service

Problem solving

CRM familiarity

Verbal and written communication

Multitasking

Negotiation

Tools

CRM systems

Ticketing software

Job description

IdeaTek is seeking a Customer Loyalty Advocate to join our retention team in Wichita, KS. You will engage with customers across calls, emails, texts, and proactive outreach to strengthen relationships using insights and AI-powered tools.

You’ll review profiles, resolve billing or service issues, and develop personalized retention strategies while maintaining accurate records and working toward team goals.