Ability to convey information accurately and efficiently to internal team members and external stakeholders verbally and in writing.
Ability to adapt to changing situations in a competitive market.
Ability to overcome objections while demonstrating genuine empathy.
Genuine interest in helping people and building customer relationships.
At least 2 years of white-glove customer service experience.
At least 2 years of experience in customer service, account management, or customer success.
Familiarity with customer relationship management systems such as Salesforce or Workflow Manager and tools such as Microsoft Office.
Experience working in loyalty or retention programs, with strong knowledge and performance using loyalty tools such as Compass and Mysolutions.
Strong analytical skills and attention to detail, including the ability to recognize patterns and trends in customer behavior.
High school diploma.
Responsibilities
Conduct outbound customer outreach manually and through campaigns to provide updates, present offers, identify opportunities, and reinforce value.
Respond rapidly to and resolve escalated issues while protecting and establishing collaborative relationships with support teams.
Turn negative or neutral customer experiences into positive interactions.
Serve as a brand ambassador and customer advocate by highlighting clients’ products and services.
Minimize disruptions, maintain system availability, and ensure continued service functionality.
Convert customer contacts into sales or retention opportunities through a premium customer experience.
Proactively triage high-risk accounts, identify 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 maintain alignment and visibility.
Demonstrate knowledge of and adherence to telemarketing laws.
Desired Qualifications
At least 1 year of experience working in a secure workspace or white-room environment where pen, paper, mobile phones, and electronic devices are prohibited.
Experience troubleshooting hardware, software, applications, network, and device issues.
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 : 8 AM-5 PM or 10 AM -7 PM
Work Location: Onsite
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.
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