Customer Experience Champion

Description

IdeaTek grew from a vision of "Internet Freedom" for all. We saw a critical need for affordable, reliable high-speed internet in underserved rural communities across Kansas. Recognizing the transformative power of connectivity, we embarked on a mission to bridge the digital divide and empower individuals, families, and businesses with the tools they need to thrive in the modern world.

Our commitment to Internet Freedom goes beyond simply providing access. We are deeply invested in the long-term growth and prosperity of the communities we serve. We believe that high-speed internet is not a luxury, but a fundamental necessity for education, economic development, healthcare, and civic engagement. By building robust, scalable fiber optic infrastructures, we are laying the foundation for a brighter future for generations to come.

At IdeaTek, we are more than an internet service provider. We are a catalyst for change, a champion for rural communities, and a passionate advocate for digital equity. We understand that the fight for Internet Freedom is ongoing, and we are dedicated to continuing our efforts to connect every corner of Kansas and beyond.

Join us as we work to create a world where everyone has the opportunity to thrive, regardless of their geographic location. Together, we can build a more connected, equitable, and prosperous future for all.

Opportunity:

Do you have a passion for customer service?  If the thought of engaging with others and developing relationships brings you joy, we have the position for you! As a Customer Experience Champion, you are the first voice/face of the company to many of our customers.  This is a key role in our organization!  

In this role, you will serve as an information resource for all key areas of support - including suggesting ways for current and future customers to get the best experience and enjoyment out of Ideatek service.  You will be their listening ears and their go-to point for questions.

Location:

This position offers work location flexibility- with the opportunity to work in our Buhler or Fowler office and remotely.

Key Responsibilities (not limited to):

• Serve as a primary point of contact for existing IdeaTek customers by handling inbound phone calls, emails, and live chats related to billing, service questions, and general support.
• Collaborate with internal teams to resolve customer concerns and deliver solutions that exceed expectations.
• Provide prompt, friendly, and effective assistance to ensure a positive customer experience.
• Manage customer correspondence and follow-up to ensure timely resolution and clear communication on next steps.
• Build relationships with customers by monitoring trends in customer inquiries and feedback, offering recommendations for process improvements and enhanced customer service.
• Exhibit strong interpersonal skills including empathy, patience, and professionalism.

Desired Attributes:

• Adept at identifying and resolving customer issues with insightful solutions.
• Skilled in understanding customer needs and building positive relationships.
• Efficiently manages tasks and contributes to a streamlined support process.
• Communicates clearly and effectively, both verbally and in writing.
• Passionate about providing outstanding support and helping customers succeed.
• Ensures accuracy and precision in all customer interactions.

Requirements

Experience Required:

• The ideal candidate will have 1+ year in customer service experience or other related fields. 
• High school diploma or equivalent

Preferences:

• Experience working in a customer service role in a high call volume setting
• Bi-lingual proficiency in English and Spanish

This role is not eligible for Visa sponsorship or relocation assistance.

Salary and benefits commensurate with experience.

Equal Opportunity Employer.