Job Summary

A growing customer support team is seeking a Customer Service Representative to join its VIP Platinum Team in San Antonio, TX. This direct hire opportunity is ideal for an experienced customer care professional with telecom support experience, strong communication skills, and a passion for turning complex customer concerns into positive outcomes.

In this high-visibility role, you will serve as a trusted advocate for customers, handling escalated inquiries, resolving service issues, and supporting a seamless customer experience across multiple touch points. This is a new program with real business impact, offering the opportunity to help shape processes, build meaningful customer relationships, and grow within a collaborative, improvement-focused environment.

The team values empathy, professionalism, accountability, and flexibility. Candidates who enjoy solving problems, working with supportive leadership, collaborating across teams, and developing long-term career potential will find this to be a strong opportunity.

Key Responsibilities

- Serve as a front-line brand ambassador by providing exceptional customer support, guidance, and issue resolution across multiple communication channels.
- Respond to escalated customer concerns with professionalism, empathy, and sound judgment while partnering with quality and support teams.
- Transform neutral or negative customer experiences into positive outcomes through proactive engagement, tailored solutions, and clear communication.
- Accurately document customer interactions, ticket updates, trends, and resolutions using CRM tools to support visibility across teams.
- Apply critical thinking and analytical skills to identify customer patterns, service risks, and opportunities for improved support.
- Adapt quickly to changing business needs in a fast-paced environment while maintaining a positive, customer-first approach.

Compensation and Benefits

- Direct hire opportunity.
- Pay range: $19 to $21.50 per hour.
- Location: San Antonio, TX.
- Flexible work environment with flexibility after training completion.
- Opportunity to work on a high-visibility program with meaningful business impact.
- Collaborative culture focused on respect, continual improvement, and teamwork.
- Growth opportunities with promotion from within.
- Ability to cross-train and expand expertise across Business and Public Sector lines of business.

Required Qualifications and Skills

- Handle escalated customer service inquiries and resolve complex customer concerns.
- Support VIP customer interactions through CRM documentation, ticket management, and proactive communication.
- Partner with internal teams to maintain service quality, minimize disruptions, and protect the customer experience.
- Identify trends, customer behavior patterns, and service improvement opportunities.

- 2+ years of experience in Customer Service, Account Management, or Customer Success.
- 2+ years of telecom customer service experience.
- Experience working with CRM platforms such as Salesforce or Workflow Manager.
- Proficiency with Microsoft Office tools.
- Excellent verbal and written communication skills.
- Strong attention to detail, analytical thinking, and problem-solving ability.
- Ability to communicate clearly and efficiently with internal teams and external stakeholders.
- Customer-first mindset with empathy, patience, professionalism, and a positive attitude.
- Comfort navigating change in a dynamic, fast-paced, and competitive environment.
- Ability to overcome objections while maintaining professionalism and genuine empathy.
- Comfortable working in a Secure Workspace environment with restrictions on personal electronics, pen, and paper.

Preferred Qualifications

- Previous leadership experience.
- Experience resolving customer issues, assisting with billing inquiries, or providing product Q&A.
- Technical troubleshooting experience with hardware, software, applications, networks, or device-related issues.
- Previous experience in a telecom technical call center environment, including Tier 1 or Tier 2 support.

Equal Opportunity Employer / Disabled / Protected Veterans

The Know Your Rights poster is available here:
https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12.pdf

The pay transparency policy is available here:
https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp_%20English_formattedESQA508c.pdf

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.

AppleOne participates in the E-Verify program in certain locations as required by law. Learn more about the E-Verify program.
https://e-verify.uscis.gov/web/media/resourcesContents/E-Verify_Participation_Poster_ES.pdf

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.