White-Glove Retention & Escalation Specialist

Digital Risk, LLC.; San Antonio (TX); Presencial; USD 55 104 000 - 57 859 000; Tempo integral

Resumo da oferta

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.

Qualificações

• 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.

Responsabilidades

• 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.

Conhecimentos

White Glove Customer Service

Customer Service

CRM (Salesforce)

MS Office

Loyalty/Retention

Analytical skills

Ferramentas

Salesforce

Workflow Manager (WFM)

Microsoft Office

Descrição da oferta de emprego

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.