White-Glove Escalations & Retention Specialist

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

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.