Bilingual Retention Program Advisor
About the role
DEPARTMENT: Care Center. REPORTS TO: Sales Support Manager. FLSA: Non-Exempt (Hourly + Performance Incentives).
The Retention Program Advisor engages with potential customers regarding appointment scheduling and account inquiries. The advisor proactively uses retention rebuttals to address hesitation or barriers, working to secure attendance at the scheduled installation appointment or to reschedule the customer to a different date, time, and/or service location. Through professional, empathetic, and solution-oriented communication, the Advisor helps preserve customer relationships, protect revenue, and uphold our strong reputation in the industry. The ideal candidate thrives in a high-volume call environment and can confidently multitask across systems while maintaining a positive customer experience.
Responsibilities
- Manage inbound and outbound calls related to appointment rescheduling, service inquiries, and account support.
- Assist customers with navigating their installation process and provide clear, accurate