Customer Support Specialist-Bilingual

Description

About Us:

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 creating solutions and helping others? If the thought of engaging with others and developing relationships brings you joy, we have the position for you! As a Customer Support Specialist, you are the first voice and or face of Ideatek assisting our customers and enhancing their experience. This is a key role in our organization.

In this role, you will serve as a solutions driver and information resource for all key areas of customer experience - 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. Our teams are located in Buhler, Wichita and SW Kansas.

Key Responsibilities (not limited to):

• Seeks ways to utilize data and metrics to drive positive change in the department
• Serve Ideatek customers in a timely manner via all communication streams (phone, email and/or chat
• Develops processes for customer feedback, recommendations for improvements to be shared with management
• This role is all about the customer - deliver the highest level of customer service, going above and beyond customer expectations; further sharing the value of the Ideatek services
• Manage correspondence and next steps on general billing
• Nurture long term customer relationships; advocate on customers behalf to ensure high levels of customer satisfaction
• Identify ways to further partner with internal teams to meet and exceed expectations
• Identifies opportunities for improvement and efficiency gains
• Identify ways to maintain proactive communication with customers to ensure they are informed of progress, service, next steps, etc.
• Exhibit interpersonal skills such as empathy, patience, and kindness

Desired Attributes:

• Excellent critical thinking and problem solving skills with ability to drive new solutions for efficiency
• Strong interpersonal skills with ability to listen to others
• Strong organizational skills & attention to detail
• Excellent written and verbal communication skills
• A passion for helping others

Requirements

Experience Required:

• 2+ year of customer facing experience
• Bi-lingual proficiency in English and Spanish
• High School Diploma or GED

Preferences:

• Prior experience in leading department projects or process improvements

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

Salary and benefits commensurate with experience.

Equal Opportunity Employer.

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