Bilingual Sales Operations Support Advisor

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DEPARTMENT: Care Center Sales Support

REPORTS TO: Sales Support Manager

FLSA: Full-Time, Non-Exempt (Hourly)

Schedule: Monday-Friday, 9am-6pm (Remote)

Note: We do not provide employment-based visa sponsorship or transfers for any position

*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!

• 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 including Birthday & Anniversary bonus, company-wide discounts, life insurance, Telemedicine access, short & long-term disability, and more!
• 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 SOS Advisor is responsible for coordinating installation appointments created through the Sales Team's prebook process. A prebook appointment is a proposed time and is not confirmed with the shop until SOS verifies availability. The Advisor works assigned scheduling tickets, contacts shops to confirm appointment details, and reaches out to clients when a different time or location is needed. Through timely outreach, accurate documentation, and consistent follow-up, the Advisor helps clients reach a confirmed appointment and supports a smooth transition from sale to installation.

Essential Duties and Responsibilities

• Engage inbound and outbound callers using a consultative sales approach to promote and sell Interlock products, programs, and services.
• Provide accurate product and service information, address inquiries, and resolve client concerns with professionalism and efficiency.
• Conduct follow-up calls and manage correspondence to resolve issues and ensure client satisfaction.
• Collaborate with internal teams and external partners to ensure seamless service delivery and uphold our reputation in the alcohol-monitoring industry.
• Escalate and route issues appropriately while maintaining detailed records in CRM and other systems.
• Gather and manage data across multiple technology platforms and handle documentation using standard office equipment.
• Deliver compelling presentations to clients.
• Adhere to company policies, procedures, and confidentiality standards.
• Provide general Care Center support and perform other duties as assigned

Qualifications

• Bilingual proficiency in English and Spanish required.
• High school diploma or equivalent required.
• At least six months of customer service, scheduling, call center, or related experience preferred.
• Strong verbal and written communication skills, including the ability to explain scheduling changes clearly to clients and shops.
• Strong organization and attention to detail when managing multiple tickets, follow-ups, and appointment details.
• Ability to use customer records, ticketing systems, phone systems, email, and standard office applications.
• Sound judgment and problem-solving skills when a shop cannot accommodate a requested appointment.
• Ability to work independently, meet follow-up expectations, and collaborate with teammates in a fast-paced environment.

Physical Demands & Work Environment

The physical demands and work environment described below are representative of those an employee may encounter while performing the essential functions of this position. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

• Regularly required to communicate verbally and hear.
• Frequently required to use hands and fingers to handle or feel objects, tools, or controls.
• Occasionally required to stand, walk, sit, reach with hands and arms, climb or balance, and stoop, kneel, crouch, or crawl.
• Occasionally required to lift and/or move up to 25 pounds.
• Requires close vision, distance vision, color vision, peripheral vision, and the ability to adjust focus.
• The noise level in the work environment is usually moderate.

This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the position. Employees may be required to perform other job-related duties as assigned by an authorized supervisor. The Company may modify duties, responsibilities, and requirements as needed, including providing reasonable accommodations to qualified individuals with disabilities.

This document does not create an employment contract, implied or otherwise, and employment remains at will.

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