Job Description

Job Type

Full-time

Description

Do you enjoy helping customers feel heard, supported, and confident in their service? Do you enjoy listening, solving problems, and finding creative ways to keep customers connected?

IdeaTek is looking for a Customer Loyalty Advocate to join our dedicated retention team. In this role, you'll work directly with customers at key moments in their IdeaTek experience — understanding their needs, resolving concerns, and finding solutions that strengthen the relationship.

This is more than a traditional call center role. You'll work across inbound calls, emails, texts, and proactive outreach while managing a retention queue and using customer insights to determine where your efforts can make the biggest impact. You'll also leverage AI-powered tools and customer profiles to proactively identify customers who may be at risk and provide a more personalized, white-glove experience when they need us most.

A Day in the Life

Your day may begin by reviewing your retention queue, responding to customer calls and messages, and identifying accounts that need additional attention. You may then review a customer profile flagged by our AI tools, dig into the account history, and determine what solution could make the biggest difference.

Throughout the day, you'll work through billing questions, service concerns, installation challenges, and other obstacles while balancing customer needs with business goals. Some conversations will be straightforward, while others will require creativity, negotiation, and persistence. You'll know you've done your job well when a customer feels heard, supported, and confident with their IdeaTek services.

What You'll Do

Key responsibilities include:

• 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.

What We're Looking For

To be considered for this role, you'll need the following required 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.

What Will Help You Stand Out

Preferred Qualifications:

• Previous experience in technical support or help desk environment.
• Experience in customer retention, save teams, or escalation-focused customer service.
• Experience working with AI-powered customer service or lead management tools.
• Telecommunications or broadband industry experience.

Desired Attributes

Beyond the qualifications, these attributes are what make someone a great fit for our team:

• Customer-Focused – You genuinely care about creating positive experiences and finding ways to help customers succeed.
• Empathetic – You listen carefully, understand different perspectives, and make customers feel heard.
• Resourceful – You dig into the details and find creative solutions when the answer isn't obvious.
• Resilient – You can handle challenging conversations professionally and move forward with the same focus and energy.
• Persuasive – You can confidently navigate objections and negotiate solutions that create value.
• Adaptable – You thrive in a dynamic environment where priorities and customer needs can change quickly.
• Relationship-Driven – You focus on building long-term customer relationships, not just resolving the immediate issue.

Why Join IdeaTek?

IdeaTek is a cutting-edge telecommunications company dedicated to bringing fast, reliable internet to underserved communities. We're a passionate team of innovators and problem-solvers committed to making a difference in the lives of our customers. At IdeaTek, we value our employees and foster a culture of collaboration, growth, and community involvement.

A few of the key ways we strive to make employees feel valued include:

• Competitive pay + quarterly performance bonuses
• Medical, dental, vision, life, and 401(k) with match
• Free coaching/counseling for employees & families
• Free internet service (if available in your area) or internet reimbursement
• Tuition reimbursement for personal and professional growth
• Community engagement opportunities
• Culture that values results, effort, and integrity

Our Core Values

• We are Trustworthy – We build confidence through transparency, follow-through, and dependability.
• We count on Big Thinkers – We don't just imagine the future—we create it with bold, actionable ideas.
• We have a Resilient Spirit – We embrace challenges, bounce back from setbacks, and keep striving for more.
• We stand on Belief – We believe everyone deserves access to technology that helps them learn, grow, and thrive.
• We foster Connectedness – Our work goes beyond broadband—we build real connections within our team and our communities.
• We drive Innovation – We're always looking for ways to improve and redefine what's possible.

Ready to Apply?

If you're someone who loves solving problems, building relationships, and helping customers find a reason to stay, we'd love to hear from you. Apply today!

This role is not eligible for Visa sponsorship.

This role is not eligible for relocation.

Salary and benefits commensurate with experience.

Equal Opportunity Employer.

This employer uses E-Verify.