Customer Experience Champion

Job Description

Job Description

Description:

We’re small-town techies and Kansans at heart, committed to helping our communities thrive through fast, reliable internet. We didn’t start broadband to build a business—we built a business to bring broadband to Kansans. When you call us, you’ll reach a real, local person who cares.

We offer an inspiring environment with meaningful work, where employees are encouraged to think creatively and deliver exceptional service.

A Day in the Life as a Customer Experience Champion

A Customer Experience Champion spends the day as the first voice and face of IdeaTek for many of our customers. They serve as a vital information resource, helping current and future customers get the best possible experience and enjoyment out of our services.

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.

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 experience in customer service, call center or related high volume environment.
• 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

• Previous experience working in a high call volume customer service setting and/or using live chat customer service.
• 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.