Customer Success Associate

Job Type

Full-time

Description

A Day in the Life as a Customer Success Associate

A Customer Success Associate spends the day as the first voice and face of IdeaTek for many of our customers.

Throughout the day, they act as "listening ears," handling inbound phone calls, emails, and live chats related to billing and general support. By collaborating with internal teams, they resolve concerns and monitor trends to recommend process improvements that enhance the overall customer journey.

This position is open to remote candidates located in Kansas, Arizona, Tennessee, Oklahoma or Missouri.

What You'll Do
Key responsibilities include:

• Serve as the primary point of contact for existing customers via phone, email, and live chat.
• Provide prompt, friendly, and effective assistance to ensure a consistently positive customer experience.
• Manage customer correspondence and follow-up to ensure timely resolution and clear communication.
• Collaborate with internal teams to resolve customer concerns and deliver solutions that exceed expectations.
• Build lasting relationships by monitoring inquiry trends and offering recommendations for process improvements.
• Exhibit strong interpersonal skills, including empathy, patience, and professionalism in every interaction.

What We're Looking For
To be considered for this role, you'll need the following required qualifications:

• 1+ year of previous experience working in a high call volume customer service setting and/or using live chat customer service.
• Adept problem-solving skills used to identify and resolve customer issues with insightful solutions.
• A passion for engaging with others and a joy for developing meaningful relationships.
• Strong communication skills, with the ability to speak and write clearly and effectively.

What Will Help You Stand Out

• Bi-lingual proficiency in both English and Spanish.

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

• Relationship-focused with a skill for understanding customer needs.
• Efficient task management to contribute to a streamlined support process.
• Passionate about support, with a genuine drive to help customers succeed.
• High attention to detail, ensuring accuracy and precision in all interactions.

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 + bonus potential
• Medical, dental, vision, life, and 401k 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.

If you're ready to make an impact and grow your career with IdeaTek, 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.