Retention Program Advisor

Smart Start, Inc.; North Carolina; Remote; USD 21,000 - 30,000; Full time

Benefits offered by this job

Comprehensive health plan

401(k) retirement plan

Performance-based incentives

Work-life balance

Birthday & Anniversary bonus

Job summary

A local community service organization is seeking a Customer Support & Retention Advisor for a fully remote position. You will manage customer appointments, resolve inquiries, and maintain quality customer relationships through effective communication. The ideal candidate thrives in a high-volume environment and possesses strong multitasking abilities. The role offers performance-based incentives alongside a comprehensive health plan and opportunities for professional growth.

Qualifications

• Minimum of 6 months of experience in customer service or account management.
• Ability to navigate CRM and scheduling systems during live calls.
• Excellent verbal and written communication skills.
• 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.

Responsibilities

• Manage inbound and outbound calls related to appointment scheduling.
• Assist customers with installation processes and provide accurate information.
• De-escalate challenging customer situations with empathy.
• 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.

Skills

Customer service experience

Conflict resolution

Multitasking

Bilingual (English/Spanish)

Bilingual English/Spanish

CRM navigation

Attention to detail

Organizational skills

Problem solving

Education

High school diploma or equivalent

Tools

CRM platforms

Microsoft Office Suite

Job description

DEPARTMENT:Care Center

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, andvision 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.