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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in customer retention strategies and technical troubleshooting, ensuring a high-quality customer experience through effective communication and problem-solving. Proficient in managing customer interactions and utilizing CRM systems to enhance retention performance.
Highest-signal resume keywords
Customer Retention StrategiesTechnical TroubleshootingCRM ProficiencyVerbal And Written CommunicationProblem-Solving Skills
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer ServiceCall Center ExperienceTechnical SupportRetention ManagementAI-Powered Customer Service ToolsTicketing SystemsInternet TroubleshootingAccount ManagementPerformance Metrics MonitoringNegotiation Skills
Soft Skills
Communication SkillsProblem-SolvingMulti-TaskingCustomer Objection HandlingProfessionalism
Tools & Technologies
CRM SystemsCustomer Support SystemsTicketing Software
Industry Keywords
TelecommunicationsBroadband IndustryHigh-Volume Customer-Facing EnvironmentSave TeamsEscalation-Focused Customer Service
About the role
Key responsibilities & impact- 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
Requirements
What you’ll need- 2+ years of experience in customer service, call center, retention, or another high-volume customer-facing environment
- Strong problem-solving skills
- 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
- This role is not eligible for Visa sponsorship
- This role is not eligible for relocation
- Preferred: Previous experience in technical support or help desk environment
- Preferred: Experience in customer retention, save teams, or escalation-focused customer service
- Preferred: Experience working with AI-powered customer service or lead management tools
- Preferred: Telecommunications or broadband industry experience
Benefits
Comp & perks- Competitive pay
- Quarterly performance bonuses
- Medical, dental, vision, and life insurance
- 401(k) with match
- Free coaching/counseling for employees and families
- Free internet service (if available in your area) or internet reimbursement
- Tuition reimbursement for personal and professional growth
- Community engagement opportunities