Customer Outreach Escalation Specialist (In-Office)

Digital Risk, LLC.; San Antonio (TX); On-site; USD 40,000 - 42,000; Full time

Job summary

Mphasis is seeking an Emergency Retention Specialist to deliver immediate, white-glove support for customer accounts. You will resolve urgent issues, present offers, and collaborate with internal teams to protect relationships and optimize accounts.

You will triage high-risk accounts, document interactions in CRM, and act as a brand ambassador, driving retention through proactive outreach and premium service.

Qualifications

• Two+ years in white glove customer service or related roles.
• Two+ years in customer service, account management, or customer success.
• Familiarity with CRM systems (e.g., Salesforce).
• Experience with loyalty tools such as Compass & Mysolutions.

Responsibilities

• Provide immediate support to urgent customer issues and protect relationships.
• Resolve escalated issues and collaborate with Sales and Support teams.
• Turn customer interactions into sales or retention opportunities with premium experience.
• Document interactions in CRM to ensure alignment and visibility.
• Advocate for customers and promote products/services as appropriate.

Skills

White Glove Customer Service

Customer Service

CRM (Salesforce)

MS Office

Loyalty/Retention

Analytical skills

Tools

Salesforce

Workflow Manager (WFM)

Microsoft Office

Job description

• Full-time
• Compensation: up to USD 19.50 - hourly

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 :10 AM -7 PM CST

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.

Qualifications

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

Additional Information

This is a fantastic opportunity to join our company at a time of exciting growth and change. As an early member of our developing team, you'll be instrumental in achieving our next period of expansion. If you possess determination, motivation, and a strong desire to succeed, your achievements at Mphasis will know no limits!

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