Customer Service Administrative Specialist

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 Service Administrative Specialist

A Customer Service Administrative Specialist plays a pivotal role in bridging the gap between front-line customer support, field operations, and quality management. They serve as a champion for customer recovery and operational efficiency, actively turning negative experiences into opportunities for connection.

Location

This role is a hybrid/remote role based our of the Buhler or Wichita offices. 

What You'll Do
Key responsibilities include:

• Scheduling & Installation Confirmation Updates:
  • Proactively track, update, and monitor pending installations, providing visibility on confirmation rates and resolving scheduling calendar friction points with Operations, Sales, and Marketing.
• Quality Assurance & Customer Recovery
  • Conduct daily and weekly audits of low-rated live chats and tickets to analyze root causes, like system delays or agent knowledge gaps. Coordinate immediate outreach to “rescue” the customer. 
  • Provide reporting and readouts of daily/weekly audits of phone calls and tickets to leadership. 
  • Provide executive readouts on trends and insights derived from raw data reviews and findings that lead to escalations. 
  • Translate insights from escalations and audits to actionable internal documentation. 
• Escalation Management & Knowledge Continuity 
  • Coordinate outreach for and resolve high-priority "Executive Escalations," serving as a single, empathetic point of contact via phone and email to rebuild trust with highly frustrated or high-profile customers.
  • Perform post-mortem reviews on major escalations, working alongside team leads to translate insights into clear, actionable internal SOPs and preventative documentation.

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

• 2+ years of experience in customer service, administration, or operations support.
• Exceptional verbal communication skills and with a proven ability to remain calm, empathetic, and professional on the phone.
• Excellent written English, with the ability to draft professional customer emails and clear, technical step-by-step SOP documents.
• Strong analytical thinking to perform root-cause analysis on customer history and diagnose systemic issues.

What Will Help You Stand Out

• Previous experience handling high-tier, VIP, or executive-level escalations.
• Proficiency with ticketing systems and CRM platforms (such as Zoho, Salesforce, HubSpot, or Jira).

Desired Attributes

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

• Highly Organized & Detailed: Exceptional organizational skills to manage complex, fast-moving calendars and databases without losing track of details.
• Empathetic Problem-Solver: A customer-centric mindset with the emotional intelligence to navigate high-friction situations and advocate for customer needs.
• Root-Cause Focused: Driven not just to resolve individual issues, but to identify the "why" and build preventative guardrails to stop them from happening again.

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: