IdeaTek

Customer Retention Specialist

• 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 supporting customer needs and IdeaTek's retention goals
• Provide a white-glove customer experience for billing, service, installation, and other concerns
• Use basic technical troubleshooting skills to identify and resolve common issues, escalating complex technical needs
• Maintain accurate customer information, notes, and outcomes in 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 to improve customer experience and retention strategies

Customer Loyalty Advocate

• 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 contact opportunities and develop personalized retention strategies
• Listen to customer concerns, overcome objections, and negotiate solutions supporting customer needs and retention goals
• Provide a white-glove customer experience for billing, service, installation, and other concerns
• Use basic technical troubleshooting skills to identify and resolve common issues, escalating complex technical needs
• Maintain accurate customer information, notes, and outcomes in 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 to improve customer experience and retention strategies