Retention Specialist

AppleOne Employment Services; San Antonio (TX); On-site; USD 26,000 - 30,000; Full time

Job summary

AppleOne Employment Services is seeking a Retention Specialist in San Antonio, TX for a direct hire, onsite role. The position focuses on white glove customer service, loyalty, and proactive retention strategies to reduce churn and protect key accounts.

You will work with sales and support teams, perform CRM documentation, and turn challenging interactions into positive outcomes while following relevant telemarketing laws.

Qualifications

• 2+ years of white glove customer service experience.
• 2+ years in customer service, account management, or customer success.
• Experience with loyalty or retention programs and loyalty tools.
• Familiar with CRM systems such as Salesforce or Workflow Manager.
• Strong verbal and written communication skills.
• Ability to handle objections with empathy and professionalism.
• Strong analytical skills and attention to detail.

Responsibilities

• Conduct outbound customer outreach to provide updates and identify save opportunities.
• Respond promptly to escalated issues and protect account relationships.
• Turn negative experiences into positive interactions through empathy and problem solving.
• Educate customers on products, services, and account optimization opportunities.
• Identify high-risk accounts and collaborate across departments to improve retention.
• Document all customer interactions in CRM systems.

Skills

White glove customer service

Outbound outreach

CRM documentation

Account retention

Communication skills

Problem solving

Empathy

Analytical skills

Adaptability

Telemarketing laws knowledge

Tools

Salesforce

Workflow Manager

Compass

Mysolutions

Job description

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.

Key Responsibilities

• 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.

Compensation and Benefits

• 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.

Required Qualifications and Skills

• 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 Mysolutions.
• 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.

Preferred Qualifications

• 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.

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.