Call Center Escalation Representative

Digital Risk Inc.; San Antonio (TX); On-site; USD 42,000 - 62,000; Full time

Job summary

Mphasis is seeking an Emergency Retention Specialist to provide rapid resolution of urgent customer issues and protect relationships. This is an onsite role with a day shift schedule in San Antonio, TX, requiring strong customer service and CRM experience.

You will collaborate with Sales and Support to mitigate churn, present offers, and document interactions in the CRM for visibility and follow-up. A high school diploma is required.

Qualifications

• 2+ years in white-glove customer service or related roles.
• 2+ years in Customer Service, Account Management, or Customer Success.
• Familiarity with CRM systems (Salesforce, WFM) and MS Office.
• Experience in Loyalty/Retention programs with Compass and Mysolutions.
• Strong analytical skills and attention to detail; detect patterns in customer behavior.

Responsibilities

• Outbound customer outreach to provide updates and identify opportunities.
• Respond quickly to escalated issues and collaborate with support teams.
• Turn negative experiences into positive interactions.
• Act as brand ambassador; highlight products and services.
• Minimize disruptions and ensure ongoing service availability.
• Turn contacts into sales or retention saves with premium experience.
• Triage high-risk accounts and coordinate to mitigate churn.
• Provide technical or account assistance with Sales and Support.
• Document customer interactions in CRM for visibility.
• Adhere to telemarketing laws.

Skills

White Glove Service

Customer relationships

Analytical thinking

Education

High school diploma

Tools

Salesforce

Workflow Manager

Microsoft Office

Job description

Company Description

Mphasis applies next-generation technology to help enterprises transform businesses globally. Customer centricity is foundational to Mphasis and is reflected in the Mphasis' Front2Back™ Transformation approach. Front2Back™ uses the exponential power of cloud and cognitive to provide hyper-personalized (C=X2C2TM=1) digital experience to clients and their end customers.

Company Description

Mphasis applies next-generation technology to help enterprises transform businesses globally. Customer centricity is foundational to Mphasis and is reflected in the Mphasis' Front2Back™ Transformation approach. Front2Back™ uses the exponential power of cloud and cognitive to provide hyper-personalized (C=X2C2TM=1) digital experience to clients and their end customers.

Mphasis' Service Transformation approach helps 'shrink the core' through the application of digital technologies across legacy environments within an enterprise, enabling businesses to stay ahead in a changing world. Mphasis' core reference architectures and tools, speed and innovation with domain expertise and specialization are key to building strong relationships with marquee clients.

Job Description

As an Emergency Retention Specialist, your responsibility is to provide immediate support and swift resolution to urgent issues affecting customer accounts, thus protecting customer relationships in collaboration with the clients' internal teams. You will work directly with customers to resolve critical errors, present offers, and provide recommendations for account optimization, while also encouraging the use and adoption of online tools. This white glove service role requires excellent customer service skills and the ability to establish strong internal partnerships.

Schedule: Day Shift : 8 AM-5 PM or 10 AM -7 PM

Work Location: Onsite

Responsibilities

• Conduct outbound customer outreach (manual and campaign-based) to provide updates, present offers, identify opportunities, and reinforce value.
• Rapidly respond to and resolve escalated issues, protect and establish collaborative relationships with support teams, while consistently demonstrating professionalism and emotional intelligence.
• Turn negative/neutral experiences into positive interactions.
• Serve as a brand ambassador and advocate for your customers; highlight all clients' products and services.
• Minimize disruptions, maintain system availability, and ensure the continued functionality of services.
• Turn customer contacts into a sale or a save opportunity with a premium experience.
• Proactively triage high-risk accounts, flag early signs of churn, and collaborate across departments to mitigate risk.
• Provide technical or account assistance in collaboration with Sales and Support teams.
• Document customer interactions thoroughly using CRM tools to ensure alignment and visibility.
• Demonstrate knowledge of and adherence to telemarketing laws.

Requirements

• Ability to convey information accurately and efficiently to both internal team members and external stakeholders, both verbally and in writing.
• Adaptive to changing situations in a competitive market.
• Ability to overcome objections while demonstrating genuine empathy.
• Genuine interest in people and a desire to help and build relationships with customers.
• White Glove Customer Service: 2+ years
• Customer Service, Account Management, or Customer Success: 2 + years
• Familiarity with CRM systems such as Salesforce or Workflow Manager (WFM), and tools like Microsoft Office
• Experience working in Loyalty/Retention programs with a high understanding and performance with loyalty tools such as Compass & Mysolutions
• Strong analytical skills and attention to detail; ability to recognize patterns and trends in customer behavior.

Preferred Qualifications

• Previous experience working in a Secure Workspace (SWS) type environment or white room (no pen, paper, mobile or electronic devices, etc.): 1+ years
• Experience troubleshooting hardware, software, applications, network, and device issues

Qualifications

Qualifications: High school diploma