Customer Loyalty Advocate

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?

Idea Tek 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 Idea Tek 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 Idea Tek 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 Idea Tek'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…