Emergency Retention Specialist

Job Summary

We are seeking an Emergency Retention Specialist for an onsite direct hire opportunity in San Antonio, TX. This role is ideal for a customer-focused professional who enjoys solving urgent account issues, saving customer relationships, and turning challenging interactions into positive outcomes.

As an Emergency Retention Specialist, you will provide white glove support to customers experiencing escalated concerns, account errors, or potential service disruptions. You will partner closely with internal sales, support, and operations teams to resolve issues quickly, present retention offers, recommend account improvements, and encourage adoption of online tools.

This is a strong opportunity to join a structured, team-oriented customer care environment with supportive leadership, clear expectations, and meaningful customer impact. The role offers stability, daytime scheduling, and the chance to build valuable experience in retention, customer success, account support, and call center operations.

Key Responsibilities

- Conduct outbound customer outreach, including manual and campaign-based calls, to provide updates, present offers, identify needs, and reinforce customer value.
- Respond quickly to escalated customer issues, resolve urgent account concerns, and help protect customer relationships.
- Turn negative or neutral customer experiences into positive interactions through empathy, professionalism, and effective problem-solving.
- Serve as a brand ambassador by educating customers on available products, services, tools, and account optimization opportunities.
- Proactively identify high-risk accounts, recognize potential churn signals, and collaborate with internal teams to reduce customer loss.
- Document all customer interactions accurately in CRM systems to ensure visibility, follow-up, and team alignment.

Compensation and Benefits

- Pay: $19.00 per hour.
- Job Type: Direct Hire.
- Schedule: Day shift, 8:00 AM to 5:00 PM or 10:00 AM to 7:00 PM.
- Work Location: Onsite in San Antonio, TX.

Required Qualifications and Skills

- Resolve escalated customer account issues and provide urgent retention support.
- Conduct outbound outreach to present offers, provide updates, and identify save opportunities.
- Partner with Sales, Support, and internal teams to troubleshoot account, service, or technical concerns.
- Document customer interactions thoroughly using CRM tools.

- 2+ years of white glove customer service experience.
- 2+ years of experience in customer service, account management, customer success, or a related customer-facing role.
- Ability to overcome objections while demonstrating genuine empathy and professionalism.
- Strong verbal and written communication skills with the ability to share accurate information with customers and internal teams.
- Familiarity with CRM systems such as Salesforce or Workflow Manager, along with Microsoft Office tools.
- Experience working with loyalty or retention programs and tools such as Compass and Mysolutions.
- Strong analytical skills, attention to detail, and ability to identify patterns or trends in customer behavior.
- Ability to adapt to changing priorities in a fast-paced, competitive customer support environment.
- Understanding of telemarketing laws and ability to follow applicable compliance requirements.
- Genuine interest in helping people, building customer relationships, and delivering a premium service experience.

Preferred Qualifications

- 1+ year of experience working in a Secure Workspace or white room environment with restrictions on pens, paper, mobile phones, or electronic devices.
- Experience troubleshooting hardware, software, application, network, or device-related issues.

Equal Opportunity Employer / Disabled / Protected Veterans

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For temporary assignments lasting 13 weeks or longer, AppleOne is pleased to offer major medical, dental, vision, 401k and any statutory sick pay where required.

We are committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation for any part of the employment process, please contact your staffing representative who will reach out to our HR team.

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We also consider for employment qualified applicants regardless of criminal histories, consistent with legal requirements, including, if applicable, the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance. Pursuant to applicable state and municipal Fair Chance Laws and Ordinances, we will consider for employment-qualified applicants with arrest and conviction records, including, if applicable, the San Francisco Fair Chance Ordinance. For Los Angeles, CA applicants: Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.