Retention Program Advisor

Retention Program Advisor

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DEPARTMENT: Care Center

REPORTS TO: Sales Support Manager

FLSA: Non-Exempt (Hourly + Performance Incentives)

Hours of Operation: Monday-Friday, 7am-8pm; Saturday & 8am-5pm

*This is a fully remote position, and all necessary equipment will be provided to ensure a productive and comfortable work environment*

Why You Should Join Us!

• Hourly-rate pay along with uncapped, performance-based commissions and incentives, allowing you to maximize your earning through your own hard work and achievements
• A comprehensive health plan that includes medical, dental, and vision coverage to ensure you and your family have access to the care you need
• A 401(k)-retirement plan with a generous company match to help you save for your future and achieve your financial goals
• Other fringe benefits include Birthday & Anniversary bonus, company-wide discounts, legal services, short & long-term disability, etc.
• Positive work environments that offer work/life balance and professional growth
• Mission-driven work making a global impact with local roots
• The opportunity to have hands on work experience with industry leading, innovative technology

Position Summary 

The Customer Support & Retention 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.

Essential Duties and 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.

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

The physical demands described here are representative of those required to successfully perform the essential functions of this role. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions.

While performing the duties of this position, employees are 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.

This job description is not intended to list every duty or responsibility associated with the role. Employees may be asked to perform other job-related tasks as needed. All duties are considered essential and may be modified to reasonably accommodate individuals with disabilities. 

Employment is at-will, and this document does not constitute a contract or guarantee of continued employment.

 [LN1]Retention is closed on Sundays