Bilingual Retention Program Advisor

About the role

Department: Care Center. Reports to: Sales Support Manager. FLSA status: Non-Exempt (Hourly + Performance Incentives). This is a fully remote position; all necessary equipment will be provided to ensure a productive and comfortable work environment.

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 information regarding policies and procedures.
• Professionally handle cancellation requests by identifying root concerns, addressing objections, and offering appropriate retention solutions.
• Maintain detailed and accurate documentation of all customer interactions in CRM and scheduling platforms.
• Navigate multiple systems simultaneously while maintaining a positive, solution-focused conversation.
• De-escalate challenging customer situations with empathy, professionalism, and sound judgment.
• Collaborate with internal teams and external partners to ensure seamless service delivery.
• Escalate complex issues appropriately while ensuring timely follow-up.
• Meet established performance metrics related to customer retention, service quality, and call handling standards.
• Adhere to company policies, procedures, and confidentiality standards.
• Provide general Care Center support and perform other duties as assigned.

Requirements

• Bilingual (English/Spanish) proficiency required; qualifies for additional compensation.
• High school diploma or equivalent required.
• Minimum of 6 months of experience in customer service, call center, account management, or retention-focused roles.
• Experience handling objections, conflict resolution, or account retention preferred.

The physical demands and work environment include regular verbal communication and hearing; frequent use of hands and fingers; occasional standing, walking, sitting, reaching, climbing, balancing, stooping, kneeling, crouching, or crawling; occasional lifting/moving up to 25 pounds; requiring close, distance, color, peripheral vision and ability to adjust focus; moderate noise level. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

Qualifications

• Strong multitasking skills with the ability to navigate CRM and scheduling systems during live calls.
• Excellent verbal and written communication skills.
• Professional, empathetic, and persuasive communication style.
• Strong attention to detail and organizational skills.
• Ability to remain calm and solution-focused in high-volume or high-stress situations.
• Self-motivated and