Critical​/De-escalation Rep

We are seeking a Critical/De-escalation Rep for a direct hire opportunity in San Antonio, TX. This onsite role is ideal for a customer-focused professional with experience in retention, account support, de-escalation, and white glove customer service within a fast-paced telecommunications environment. In this role, you will serve as an Emergency Retention Specialist, helping customers resolve urgent account issues, protect service continuity, and turn challenging experiences into positive outcomes.

You will partner closely with internal support, sales, and customer care teams to provide timely solutions, present appropriate offers, and help retain high-risk accounts. This is a strong opportunity for someone who enjoys problem-solving, building customer trust, and working in a collaborative team environment with supportive leadership, clear expectations, and meaningful customer impact.

• Conduct outbound customer outreach, including manual and campaign-based calls, to provide updates, present offers, identify opportunities, and reinforce service value.
• Respond quickly and professionally to escalated customer issues, using empathy and de-escalation skills to resolve concerns and improve the customer experience.
• Identify high-risk accounts, recognize early churn indicators, and collaborate with internal teams to support retention and account stabilization.
• Provide account and technical assistance in partnership with sales and support teams, helping customers optimize services and adopt online tools.
• Document customer interactions accurately in CRM systems to maintain visibility, alignment, and follow-up across departments.
• Serve as a brand ambassador by promoting products, services, value-added solutions, and positive customer relationships.

• Pay range: $19.00 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.

• Manage urgent customer account escalations and provide timely resolution to protect customer relationships.
• Conduct retention-focused outreach to present offers, resolve issues, and create save opportunities.
• Partner with sales, support, and internal teams to address account, service, and technical concerns.
• Use CRM tools to document activity, track customer interactions, and support cross-functional visibility.
• 3 to 5 years of relevant customer support, account management, retention, or client care experience preferred.
• 2 or more years of white glove customer service experience.
• 2 or more years of experience in customer service, account management, customer success, or a similar support-focused role.
• Ability to communicate accurately and efficiently with internal team members and external customers, both verbally and in writing.
• Strong ability to overcome objections while demonstrating empathy, professionalism, and emotional intelligence.
• Familiarity with CRM systems such as Salesforce or Workflow Manager, along with Microsoft Office tools.
• Experience working in loyalty or retention programs with knowledge of loyalty tools such as Compass and My Solutions.
• Strong analytical skills, attention to detail, and ability to identify customer behavior patterns and trends.
• Ability to adapt to changing business needs in a competitive telecommunications market.
• Demonstrated understanding of telemarketing laws and compliance expectations.
• Genuine interest in helping customers, building relationships, and delivering a premium customer experience.

• 1 or more years of experience working in a Secure Workspace or white room environment with restrictions on pens, paper, mobile…