Job Summary Required Qualifications and Skills
We are seeking a Retention Specialist for a direct hire opportunity in San Antonio, TX with a telecommunications services environment. This onsite role is ideal for a customer-focused professional who excels at resolving urgent concerns, rebuilding trust, and creating positive outcomes for customers facing account, service, or technical challenges.
The Retention Specialist will provide white-glove support, conduct outbound customer calls, identify at-risk accounts, and partner with internal Sales and Support teams to protect customer relationships. This is a strong opportunity for someone who enjoys problem-solving, relationship building, and working in a fast-paced call center environment with supportive leadership, collaborative teams, and a focus on delivering premium customer care.
Key Responsibilities
- Conduct outbound customer calls to provide updates, present retention offers, and identify opportunities to preserve customer relationships.
- Resolve escalated account, service, and basic technical issues with professionalism, urgency, and empathy.
- Identify at-risk customers and recommend proactive solutions to reduce churn and improve satisfaction.
- Partner with Sales, Support, and internal teams to deliver accurate information and a seamless customer experience.
- Promote relevant products, services, and online tools that support customer needs.
- Document customer interactions, trends, resolutions, and follow-up details accurately in CRM systems.
Compensation and Benefits
- Pay: $21.50 per hour.
- Job Type: Direct hire.
- Location: San Antonio, TX 78235.
- Work Arrangement: Onsite.
- Schedule: Day shift, 8:00 AM to 5:00 PM or 10:00 AM to 7:00 PM.
Required Qualifications and Skills
- Provide high-level customer retention support for escalated account, service, and technical concerns.
- Manage outbound customer communication, retention offers, and follow-up actions.
- Document customer activity and resolutions accurately in CRM systems.
- Collaborate with internal teams to resolve issues and improve the customer experience.
- 2+ years of white-glove customer service experience.
- 2+ years of experience in customer service, account management, customer success, loyalty, or retention.
- Experience using CRM systems such as Salesforce.
- Proficiency with Microsoft Office.
- Strong communication, active listening, and problem-solving skills.
- Ability to handle objections and difficult conversations with empathy and professionalism.
- Strong attention to detail with the ability to recognize customer trends and retention risks.
- Ability to adapt quickly in a fast-paced call center or customer support environment.
Preferred Qualifications
- Experience working in a secure or white-room workspace.
- Experience troubleshooting hardware, software, applications, networks, or devices.
- Telecommunications services experience.
- Previous experience supporting escalated customer issues in a retention, loyalty, or customer success environment.
- Provide high-level customer retention support for escalated account, service, and technical concerns.
- Manage outbound customer communication, retention offers, and follow-up actions.
- Document customer activity and resolutions accurately in CRM systems.
- Collaborate with internal teams to resolve issues and improve the customer experience.
- 2+ years of white-glove customer service experience.
- 2+ years of experience in customer service, account management, customer success, loyalty, or retention.
- Experience using CRM systems such as Salesforce.
- Proficiency with Microsoft Office.
- Strong communication, active listening, and problem-solving skills.
- Ability to handle objections and difficult conversations with empathy and professionalism.
- Strong attention to detail with the ability to recognize customer trends and retention risks.
- Ability to adapt quickly in a fast-paced call center or customer support environment.
Preferred Qualifications
- Experience working in a secure or white-room workspace.
- Experience troubleshooting hardware, software, applications, networks, or devices.
- Telecommunications services experience.
- Previous experience supporting escalated customer issues in a retention, loyalty, or customer success environment.
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.