Job Description:
Job Type: Hourly
Pay Rate: $22.50- pay increase after 90 days, amount DOE
Schedule: Day Shift. Training (6 weeks): Mon-Fri 8am-5pm.
Production: Monday-Friday 8am-5pm, Tues-Sat 8am-5pm, or Mon-Fri 10am-7pm
Work Location: Onsite - San Antonio, TX 78235 (South, Brooks City Base)
Summary:
In the role of Account Supervisor, your responsibility is to oversee and motivate the Outreach and Loyalty teams, who are tasked with supporting account managers within the clients’ internal teams. Your team will closely collaborate with Marketing Sciences, Sales, Contract Management, and other stakeholders to analyze high-risk customers, playing a crucial role in reducing churn and safeguarding revenue through exceptional communication and strategic engagement for Business Market and Public Sector customers. This position is vital for maintaining seamless account operations, supporting client relations, and fostering team success. Essential responsibilities for this white glove service include managing the team, tracking performance, solving problems, and ensuring effective communication with higher management. As this is a brand-new program, flexibility is a non-negotiable in this role; the ideal candidate will be willing to adapt to the changing demands of the business.
Key Responsibilities:
- Serving as a liaison between the account management support team, account managers, and other departments (e.g., Quality Assurance, Operations, Support teams)
- Assisting account managers with client onboarding, account maintenance, and issue resolution, including technical or account assistance.
- Handling escalated client issues and ensuring timely and effective communication with clients.
- Working collaboratively with the team and other departments to provide solutions to challenges
- Document customer interactions thoroughly using CRM tools to ensure alignment and visibility
- Supporting the onboarding experience and assisting new hires with acclimating to the company culture
- Supervising, mentoring, and coaching account management specialists. Assigning tasks, setting performance goals, conducting regular team meetings, and timekeeping.
- Providing training and development opportunities for new and existing team members to enhance their skills and knowledge in account management and related areas
- Tracking team performance against key metrics, identifying areas for improvement, and implementing strategies to enhance efficiency and customer
Soft Skills:
- Genuine interest in people and a desire to help and build relationships with customers
- Comfort navigating change in a dynamic environment with a positive, solutions-oriented mindset.
- Demonstrated ownership and accountability
- Strong emotional intelligence and de-escalation skills
- Ability to coach peers with professionalism and respect
- Clear, confident communicator (verbal and written)
- Solutions-oriented mindset with comfort navigating change
- Trusted by peers; models company values and service expectations
Requirements:
- Positive attitude, strong attention to detail, and a customer-first mindset.
- 2+ years of leadership experience in Customer Service, Account Management, or Customer Success.
- 2+ years of telecom customer service leadership experience.
- 2+ years of white glove customer service experience.
- Excellent verbal and written communication skills.
- Proficiency with CRM platforms such as Salesforce or Workflow Manager, as well as Microsoft Office/Microsoft Suite.
- Strong analytical abilities, including the capacity to identify patterns, trends, and insights in customer behavior.
- Comfortable working in a Secure Workspace (SWS) environment (no personal electronics, pen/paper, etc.).
Benefits After Successful 90 Day Probationary Period:
- 401(k) matching
- Medical Insurance
- Dental Insurance
- Vision Insurance
- Disability Insurance
- Life Insurance
- Voluntary Benefits
- On-Demand Pay
- Employee Assistance Program
- Employee Discount Schedule
- Flexible Spending Account
- Paid Time Off
- Pay Increase
ABOUT US:
We are a local, woman-owned employment agency with a passion and commitment to build careers and opportunities. We immerse ourselves in our client’s businesses and our Candidates’ careers to fully understand their priorities and goals. We obtain a thorough understanding of what our client’s recruitment needs are and put together a tailored recruitment solution. We align talent with opportunity. Career Success is our goal. Are you seeking your next long-term career? Are you looking for a company that is focused on their employee’s success and future goals? Are you hard-working, punctual, and dependable? Join our team at Texas Staffing Solutions. We are here to build better opportunities.
EEO STATEMENT:
Equal Employment Opportunity has been, and will continue to be, a fundamental
principle at our Company, where employment is based upon personal capabilities and
qualifications without discrimination because of race, color, religion, sex, sexual orientation, age, national origin, disability, or any other protected characteristic as established by law. This policy of Equal Employment Opportunity applies to all policies and procedures relating to recruitment and hiring, compensation, benefits, termination, and all other terms and conditions of employment.
SMS DISCLAIMER:
By applying to this position, you agree to receive recurring messages from Texas Staffing Solutions, LLC regarding relevant employment opportunities. Reply STOP to Opt out. Reply HELP for help. Message frequency varies. Message and data rates may apply. Carriers are not liable for delayed or undelivered messages.
Job Type: Full-time
Pay: From $22.50 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee discount
- Flexible schedule
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Vision insurance
Application Question(s):
- Are you available to work both 7am-4pm and 10am-7pm shifts (M-F)? Your shift may vary throughout the work week as a team lead.
Experience:
- Leadership: 2 years (Required)
- Call center: 2 years (Required)
Ability to Commute:
- Brooks City Base, TX 78235 (Required)
Work Location: In person
