Bilingual Retention Program Advisor

About the role

The Retention Program Advisor is a fully remote position within the Care Center, reporting to the Sales Support Manager. The role is non‑exempt (hourly + performance incentives) and operates Monday‑Friday 7 am‑8 pm and Saturday 8 am‑5 pm. The advisor engages with potential customers regarding appointment scheduling and account inquiries, uses retention rebuttals to address hesitation, and works to secure attendance or reschedule installation appointments while preserving customer relationships and protecting revenue.

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.
• High school diploma or equivalent required.
• Minimum of 6 months of experience in customer service, call center, account management, or retention‑focused roles.

Qualifications

• Experience handling objections, conflict resolution, or account retention preferred.

Skills

• Strong multitasking skills with 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 comfortable working in a remote environment.
• Proficiency in Microsoft Office Suite and CRM platforms.

Benefits

• Comprehensive health plan that includes medical, dental, and vision coverage.
• 401(k)‑retirement plan with a generous company match.
• Birthday & Anniversary bonus.
• Company‑wide discounts.