Customer Service Specialist – Telecom

VIP Customer Service Specialist – Telecom

Location: San Antonio, TX – Onsite

Employment Type: Full-Time

Job Summary

We are seeking a customer-focused and empathetic VIP Customer Service Specialist to support high-value telecom customers in a secure call center environment. The ideal candidate will have strong communication and problem-solving skills, a professional phone presence, and the ability to handle customer concerns with urgency and care.

The successful candidate will be responsible for managing customer inquiries, resolving complex issues, conducting follow-ups, and ensuring a positive customer experience across every interaction.

Key Responsibilities

• Provide exceptional customer support to VIP customers through phone and email.
• Handle customer inquiries related to telecom services, accounts, billing, products, and service issues.
• Resolve customer concerns efficiently while maintaining professionalism, empathy, and a customer-first approach.
• Conduct outbound follow-up calls to ensure customer satisfaction and successful issue resolution.
• Handle escalated customer concerns and work with internal teams to provide timely solutions.
• Accurately document customer interactions, case details, and resolutions in CRM systems.
• Track customer cases, tickets, and follow-up activities to ensure timely closure.
• Use CRM platforms, Microsoft Office, and/or Google Workspace for customer management and reporting.
• Identify recurring customer issues, trends, and opportunities to improve the overall customer experience.
• Assist customers with basic technical troubleshooting involving devices, applications, connectivity, or telecom services.
• Manage multiple customer interactions and priorities in a high-volume call center environment.
• Maintain excellent phone etiquette and clear written communication.
• Collaborate with internal support, quality, and operations teams to resolve customer concerns.
• Minimize service disruptions by ensuring customer issues are addressed promptly and accurately.

Required Qualifications

• 1+ year of experience in Customer Service, Customer Support, Customer Success, Account Management, or Call Center Support.
• 1+ year of experience in the Telecommunications, Wireless, Broadband, Cable, or Internet Services industry.
• Experience handling telecom-related customer inquiries, account issues, billing questions, service concerns, or product support.
• Excellent verbal and written communication skills.
• Strong problem-solving, analytical, and decision-making abilities.
• Ability to handle difficult or escalated customer situations with empathy and professionalism.
• Experience using Microsoft Office or Google Workspace.
• Familiarity with CRM platforms such as Salesforce or similar tools is a plus.
• Strong attention to detail and organizational skills.
• Ability to work effectively in a secure workspace environment.
• Must be available to complete a 6-week training program.

Preferred Qualifications

• Experience supporting VIP, high-value, or escalated telecom customers.
• Previous experience in a telecom technical call center environment.
• Experience with billing inquiries, service upgrades, product support, or account management.
• Basic technical troubleshooting experience involving hardware, software, mobile devices, applications, or networks.
• Experience working in a high-volume telecom customer service or contact center environment.
• Strong multitasking and customer relationship management skills.