Exponential Power Jobs in Texas (NOW HIRING)

Company Description
Mphasis applies next-generation technology to help enterprises transform businesses globally. Customer centricity is foundational to Mphasis and is reflected in the Mphasis' Front2Back™ Transformation approach. Front2Back™ uses the exponential power of cloud and cognitive to provide hyper-personalized (C=X2C2TM=1) digital experience to clients and their end customers.
Mphasis' Service Transformation approach helps 'shrink the core' through the application of digital technologies across legacy environments within an enterprise, enabling businesses to stay ahead in a changing world. Mphasis' core reference architectures and tools, speed and innovation with domain expertise and specialization are key to building strong relationships with marquee clients.
Job Description
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 : 10 AM -7 PM CST
Work Location: San Antonio, TX 78235
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.
Qualifications
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 issues
Additional Information
This is a fantastic opportunity to join our company at a time of exciting growth and change. As an early member of our developing team, you'll be instrumental in achieving our next period of expansion. If you possess determination, motivation, and a strong desire to succeed, your achievements at Mphasis will know no limits! Eager to know more? Become a part of our team.