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About the Role

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.

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

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.

Skills

Customer service
Call center operations
Account management
Retention strategies
Objection handling
Conflict resolution
Multitasking
CRM navigation
Scheduling systems
Verbal communication
Written communication
Professional communication
Empathetic communication
Persuasive communication
Attention to detail
Organizational skills
Problem-solving
Stress management
Self-motivation
Microsoft Office Suite
CRM platforms

Location

Remote

Work Type

Fully remote
Hourly + Performance Incentives

Experience Level

Minimum of 6 months of experience

Education Level

High school diploma or equivalent

Salary/Compensations

Hourly-rate pay
Uncapped, performance-based commissions and incentives

Benefits

Medical, dental, and vision coverage
401(k)-retirement plan with company match
Birthday & Anniversary bonus
Company-wide discounts
Legal services
Short & long-term disability

About the Company

Mission-driven work making a global impact with local roots
Opportunity to have hands on work experience with industry leading, innovative technology