Retention Program Advisor

Essential Duties and Responsibilities

• Manage inbound and outbound calls related to appointment rescheduling, service inquiries, and account support.
• Aid customers with navigating their installation process and providing clear, accurate information regarding policies and procedures.
• 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.

Qualifications

• 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.
• 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 comfortable working in a remote environment.
• Proficiency in Microsoft Office Suite and CRM platforms.
• Bilingual (English/Spanish) proficiency qualifies for additional compensation.

Physical Demands & Work Environment

• Reasonable accommodations may be made to enable individuals with disabilities to perform these functions.
• Regularly required to communicate clearly—both verbally and in writing—and frequently use hands and fingers to operate phones, computers, and other office equipment.
• Occasional physical activities may include standing, walking, reaching, balancing, stooping, kneeling, or crouching.
• This role may also require lifting or moving items up to 25 pounds.
• Specific vision abilities include close and distance vision, color perception, peripheral vision, and the ability to adjust focus.
• The noise level in the work environment is typically moderate.