White-Glove Retention Specialist – Escalations

Digital-Ris; San Antonio (TX); On-site; USD 52,000 - 68,000; Full time

Job summary

Mphasis seeks an Emergency Retention Specialist in Texas to deliver white-glove customer service, resolve urgent issues, and protect client relationships. You will collaborate with Sales and Support teams to triage high-risk accounts, present offers, and drive retention.

Onsite roles with day shifts are available; strong CRM and analytical skills are essential. Responsibilities include proactive outreach, documenting interactions, and ensuring service continuity while complying with

Qualifications

• White Glove Customer Service experience 2+ years.
• Customer Service, Account Management, or Customer Success 2+ years.
• Experience with CRM systems such as Salesforce or Workflow Manager (WFM) and Microsoft Office.

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.

Skills

White Glove Service

Customer Service

Account Management

Salesforce

Microsoft Office

Analytical Skills

Education

High school diploma

Tools

Salesforce

Workflow Manager

Microsoft Office

Job description

Mphasis seeks an Emergency Retention Specialist in Texas to deliver white-glove customer service, resolve urgent issues, and protect client relationships. You will collaborate with Sales and Support teams to triage high-risk accounts, present offers, and drive retention.

Onsite roles with day shifts are available; strong CRM and analytical skills are essential. Responsibilities include proactive outreach, documenting interactions, and ensuring service continuity while complying with