Job Description

**Position Name- Call Center Specialist (PUB SEC) – Public Sector

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**Location:-

San Antonio, TX 78235

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**Duration : 06+ months/can be extended

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**Shift: General

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**Job Description:

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**Key Responsibilities Include:

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• Serve as a front-line brand ambassador, providing exceptional support and guidance to customers across all interactions.

• Rapidly respond to and resolve escalated concerns while maintaining professionalism, emotional intelligence, and strong collaboration with quality and support teams.

• Transform neutral or negative customer experiences into positive outcomes through proactive engagement and tailored solutions.

• Demonstrate empathy, patience, and a consistently positive attitude when addressing customer needs and concerns.

• Utilize project management principles to maintain accurate, timely communication with key partners regarding ticket status and emerging issues or opportunities.

• Minimize service disruptions by maintaining system availability and supporting the continued functionality of critical services.

• Apply critical thinking and sound judgment when making customer-focused decisions that reflect and protect the company’s brand.

• **Document all customer interactions thoroughly and accurately using designated CRM tools to ensure clarity, visibility, and alignment across teams.

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• Build meaningful customer relationships through genuine interest, active listening, and solution-driven support.

• Adapt quickly to change within a fast-paced, dynamic environment while maintaining a positive and solutions-oriented mindset.

• Communicate clearly, accurately, and efficiently with both internal teams and external stakeholders—verbally and in writing.

• Demonstrate resilience in a competitive market and remain flexible in shifting situations.

• Overcome objections with professionalism and empathy to ensure successful outcomes.

**Soft Skills:

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• 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.

• 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

**Required Qualifications:

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• Positive attitude, strong attention to detail, and a customer-first mindset.

• **2+ years of experience in Customer Service, Account Management, or Customer Success.

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• **2+ years of telecom customer service experience.

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• Excellent verbal and written communication skills.

• **Proficiency with CRM platforms such as Salesforce or Workflow Manager (WFM), and familiarity with Microsoft Office tools.

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• 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.).

**Preferred Qualifications:

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• **Experience resolving customer issues, assisting with billing inquiries, or providing product Q&A.

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• Technical troubleshooting experience with hardware, software, applications, networks, or device issues.

• **Previous experience in a telecom technical call center environment (Tier 1–2).

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