Retention Specialist

Job Summary

We are seeking a customer-focused Retention Specialist for a direct hire opportunity in San Antonio, TX. This onsite role is ideal for a professional with experience in customer service, account management, customer success, loyalty, or retention who enjoys solving urgent customer concerns, protecting relationships, and turning challenging interactions into positive outcomes.

As a Retention Specialist, you will provide white glove support to customers experiencing critical account issues, partner closely with internal sales and support teams, and help reduce churn through proactive outreach and thoughtful account recommendations. This role offers a team-oriented environment with supportive leadership, strong collaboration, and the opportunity to build valuable skills in customer retention, CRM documentation, account resolution, and customer experience strategy.

• Conduct outbound customer outreach, including manual and campaign-based calls, to provide updates, present offers, identify opportunities, and reinforce customer value.
• Respond quickly and professionally to escalated customer issues while working with internal teams to resolve concerns and protect account relationships.
• Turn negative or neutral customer experiences into positive interactions through empathy, problem-solving, and clear communication.
• Serve as a brand ambassador by educating customers on available products, services, online tools, and account optimization opportunities.
• Proactively identify high-risk accounts, recognize early signs of churn, and collaborate across departments to support retention efforts.
• Document all customer interactions thoroughly in CRM systems to ensure visibility, accuracy, and alignment across teams.

• Pay rate: $19 to $21.50 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.

• Provide urgent customer retention support for escalated account issues and service concerns.
• Conduct outbound customer outreach to present offers, reinforce value, and identify save opportunities.
• Partner with sales, support, and internal teams to resolve account, technical, and customer experience issues.
• Document customer interactions and account activity accurately using CRM tools.
• 2+ years of white glove customer service experience.
• 2+ years of experience in customer service, account management, or customer success.
• Experience working in loyalty or retention programs with strong understanding of loyalty tools such as Compass and My solutions.
• Familiarity with CRM systems such as Salesforce or Workflow Manager, along with Microsoft Office tools.
• Strong verbal and written communication skills with the ability to convey information clearly and accurately.
• Ability to overcome objections while demonstrating genuine empathy and professionalism.
• Strong analytical skills, attention to detail, and ability to identify customer behavior patterns and trends.
• Ability to adapt to changing priorities, competitive market conditions, and urgent customer situations.
• Genuine interest in helping people, building customer relationships, and delivering a premium service experience.
• Knowledge of and ability to follow applicable telemarketing laws.

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

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 process, please contact your staffing representative who will reach out to our HR team.

Apple One 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/resources

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