Customer Experience Champion

We’re small town techies, and Kansans, at heart. We want to see our communities thrive. Good hospitals, schools, booming businesses. If we can help make that happen with our fast internet, we are all about it. The thing is, we didn’t get into broadband because we wanted to start a business in Kansas. We started a business because we wanted to provide broadband to Kansans. There’s a difference. We’re not a corporation, we’re a small crew with huge aspirations. When you call us, you’ll get a real person — a local — on the phone who cares about you and your community. And when you’re ready for the fastest internet in the country, we’ll come running.

We offer an inspiring environment with meaningful work, where employees are encouraged to think creatively, imagine the unthinkable and deliver the highest quality of service.

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 office, Fowler office or 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.

Experience Required:

•  The ideal candidate will have 2+ years of experience in a high-volume, fast-paced customer service role.
• 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

Why work at IdeaTek:

IdeaTek offers a culture where employee strengths are highlighted and recognized. A few of the key ways we strive to make employees feel valued include:

• Competitive base pay with discretionary quarterly bonus incentives. Quarterly bonuses are based on company-wide performance in combination with individual performance. 
• Competitive benefits packages including medical, dental, life, and vision, along with 401k match 
• Employee coaching and counseling services at no cost to employee, spouse, and children
• Tuition reimbursement for continuing education related to your individual growth goals
• Community engagement and volunteer opportunities

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

Salary and benefits commensurate with experience.

Equal Opportunity Employer.