Critical/De-escalation Rep

AppleOne Employment Services; San Antonio (TX); On-site; USD 26,000 - 29,000; Full time

Job summary

AppleOne Employment Services is seeking a Critical/De-escalation Rep in San Antonio, TX to resolve urgent account issues and protect service continuity. The role emphasizes retention, white-glove service, and collaboration with sales and support teams.

You will conduct outbound retention outreach, handle escalations with empathy, and document activities in CRM while promoting value-added solutions. The position is onsite, with typical daytime hours.

Qualifications

• 3–5 years of relevant customer support, account management, retention, or client care experience preferred.
• 2+ years of white glove customer service experience.
• 2+ years in customer service or related support roles.
• Ability to communicate clearly with internal teams and customers (verbal & written).
• Experience with CRM tools such as Salesforce or Workflow Manager.

Responsibilities

• Outreach to customers to present offers and support retention.
• Respond to escalated issues with empathy to resolve concerns.
• Identify high‑risk accounts and coordinate with teams to stabilize accounts.
• Provide account and technical assistance with sales and support teams.
• Document interactions in CRM for cross‑functional visibility.
• Promote products and value-added solutions to customers.

Skills

De-escalation

Customer service

Retention

Account management

Verbal/written comms

CRM systems

Problem solving

Tools

Salesforce

Workflow Manager

Microsoft Office

Job description

THIS POSITION IS ONSITE MONDAY THROUGH FRIDAY

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.

Key Responsibilities

• 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.

Compensation and Benefits

• 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.

Required Qualifications and Skills

• 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 MySolutions.
• 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.

Preferred Qualifications

• 1 or more years of experience working in a Secure Workspace or white room environment with restrictions on pens, paper, mobile devices, or electronic devices.
• Experience troubleshooting hardware, software, applications, network, and device issues.
• Prior experience in telecommunications, retention, loyalty, customer success, or escalated account support.
• Experience using de-escalation techniques to turn negative or neutral customer interactions into positive outcomes.

Equal Opportunity Employer / Disabled / Protected Veterans

The Know Your Rights poster is available here: https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12.pdf

The pay transparency policy is available here: https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp_%20English_formattedESQA508c.pdf

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.

AppleOne 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/resourcesContents/E-Verify_Participation_Poster_ES.pdf

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.