Job Description
Job Summary
We are hiring experienced Customer Service Rep - Onsite professionals for direct hire opportunities in San Antonio, TX, supporting VIP, public sector, and high-priority customer accounts. This role is ideal for customer service professionals who know how to stay calm, listen carefully, de-escalate challenging situations, and turn difficult interactions into positive customer experiences.
You will be part of a professional, service-focused call center environment where communication, patience, ownership, and sound judgment are highly valued. The team offers structured training, supportive leadership, clear expectations, and a collaborative onsite environment designed to help representatives succeed. This is a strong opportunity for candidates who enjoy helping customers feel heard, respected, and fully supported.
Key Responsibilities
- Provide white-glove customer service to VIP, public sector, business, and high-priority customers.
- Handle inbound calls from customers experiencing issues, concerns, or time-sensitive service needs.
- Listen actively, identify customer concerns, de-escalate frustration, and provide clear next steps.
- Take ownership of customer issues and work toward appropriate resolutions without unnecessary transfers.
- Navigate multiple computer systems while documenting customer interactions accurately.
- Escalate complex issues appropriately while maintaining professionalism, empathy, and patience.
Compensation and Benefits
- Direct hire opportunity.
- Pay range: $19.00 to $21.50 per hour.
- VIP Customer Service: $19.50 per hour.
- ERT Customer Service: $21.50 per hour.
- Public Sector Customer Service: $19.00 per hour.
- Location: Onsite in San Antonio, TX.
- Schedule: Monday through Friday.
- Training schedule: Monday through Friday, 8:00 AM to 5:00 PM.
- 100% attendance during training is required.
- Available shifts may include 6:00 AM to 3:00 PM, 7:00 AM to 4:00 PM, 8:00 AM to 5:00 PM, 9:00 AM to 6:00 PM, 10:00 AM to 7:00 PM, and 11:00 AM to 8:00 PM, depending on assignment.
Required Qualifications and Skills
- Support VIP, business, public sector, federal, and high-priority customers in an onsite call center environment.
- Resolve escalated customer concerns with professionalism, urgency, and strong problem-solving skills.
- Communicate clearly with customers who may be frustrated, upset, or dealing with important service issues.
- Accurately document calls, navigate systems, and follow required escalation procedures.
- Minimum 2 years of call center or customer service experience required.
- 3 to 5 years of related customer service experience preferred based on role level.
- Strong verbal and written communication skills.
- Proven ability to handle difficult, stressful, or escalated customer calls.
- Excellent listening, de-escalation, and problem-solving skills.
- Ability to remain calm, patient, and professional under pressure.
- Strong customer-first mindset and willingness to take ownership of customer concerns.
- Ability to multitask and navigate multiple computer systems during live customer interactions.
- Reliable attendance and a strong employment history.
- Demonstrated job stability is important.
- Must be able to successfully complete 100% of required training.
- Must be available to work onsite in San Antonio, TX.
Preferred Qualifications
- Experience supporting VIP, executive, business, or high-priority customers.
- Escalation, complaint-resolution, or final-point-of-contact customer service experience.
- Experience in a high-volume call center environment.
- Experience handling sensitive, urgent, or time-critical customer situations.
- Background supporting business customers, government agencies, federal organizations, emergency services, or public sector accounts.
- Strong ability to make customers feel heard, respected, and supported while working toward resolution.
Equal Opportunity Employer / Disabled / Protected Veterans
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For temporary assignments lasting 13 weeks or longer, AppleOne is pleased to offer major medical, dental, vision, 401k and any statutory sick pay where required.
We are committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation for any part of the employment process, please contact your staffing representative who will reach out to our HR team.
AppleOne participates in the E-Verify program in certain locations as required by law. Learn more about the E-Verify program.
We also consider for employment qualified applicants regardless of criminal histories, consistent with legal requirements, including, if applicable, the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance. Pursuant to applicable state and municipal Fair Chance Laws and Ordinances, we will consider for employment-qualified applicants with arrest and conviction records, including, if applicable, the San Francisco Fair Chance Ordinance. For Los Angeles, CA applicants: Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.
Job Tags
Hourly pay, Temporary work, Monday to Friday, Shift work