Customer Service Specialist

Job Summary

We are seeking a Customer Service Specialist for a direct hire opportunity in San Antonio, TX. This role supports a high-visibility VIP customer care program focused on delivering exceptional service, resolving escalated concerns, and protecting the customer experience across multiple communication channels.

This is an excellent opportunity for an empathetic and adaptable customer service professional with telecom experience who enjoys relationship-building, problem-solving, and turning complex customer situations into positive outcomes. The environment offers supportive leadership, strong teamwork, cross-training opportunities, and meaningful career growth through promotion from within.

The ideal candidate will bring strong communication skills, attention to detail, emotional intelligence, and the ability to stay positive and solutions-focused in a new and evolving program.

• Serve as a front-line brand ambassador by delivering professional, customer-first support through phone, digital, and internal service channels.
• Resolve escalated customer concerns with empathy, urgency, sound judgment, and strong collaboration with quality and support teams.
• Document customer interactions accurately and thoroughly in CRM tools to ensure visibility, follow-up, and team alignment.
• Communicate clearly with customers, internal teams, and external stakeholders regarding ticket status, next steps, and resolutions.
• Identify customer patterns, service trends, and potential issues to support proactive solutions and continuous service improvement.
• Maintain flexibility and professionalism in a fast-paced, evolving program while protecting the customer experience and brand reputation.

• Direct hire opportunity.
• Pay range: $19.00 to $19.50 per hour.
• Location:
  
  San Antonio, TX.
• Flexible work environment with flexibility after training completion.
• Opportunity to support a high-visibility program with real business impact.
• Collaborative culture that values respect, teamwork, and continual improvement.
• Significant growth opportunities with promotion from within.
• Ability to cross-train and expand expertise across Business and Public Sector lines of business.
• For temporary assignments lasting 13 weeks or longer, Apple One is pleased to offer major medical, dental, vision, 401k and any statutory sick pay where required.

• Provide VIP-level customer support and resolve escalated service concerns.
• Manage customer tickets, documentation, follow-up, and stakeholder communication.
• Support service continuity and help minimize customer disruption.
• Use CRM tools and customer insights to identify trends, issues, and resolution opportunities.
• 2+ years of experience in Customer Service, Account Management, or Customer Success.
• 2+ years of telecom customer service experience.
• Excellent verbal and written communication skills.
• Proficiency with CRM platforms such as Salesforce or Workflow Manager, plus familiarity with Microsoft Office tools.
• Strong analytical skills with the ability to identify patterns, trends, and insights in customer behavior.
• Positive attitude, strong attention to detail, and a customer-first mindset.
• Ability to overcome objections with professionalism, patience, and empathy.
• Comfortable working in a Secure Workspace environment with restrictions on personal electronics, pen, paper, and similar items.
• Ability to adapt quickly to changing business needs in a new and evolving program.

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

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

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

For temporary assignments lasting 13 weeks or longer, Apple One 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…