Remote Bilingual Retention Advisor

Smart Start, Inc.; Garner (NC); Remote; USD 22,000 - 36,000; Full time

Benefits offered by this job

Health plan

401(k) match

Performance incentives

Discounts and benefits

Disability coverage

Growth opportunities

Remote work environment

Job summary

Smart Start, Inc. is seeking a Retention Program Advisor to manage appointment scheduling and account inquiries from a fully remote location.

You will use retention rebuttals to secure attendance at installations or reschedule as needed, thriving in a high-volume call center while protecting revenue and customer relationships. The role emphasizes empathetic, solution-focused communication, multitasking across CRM systems, and meeting retention and service quality metrics in a rate-based

Qualifications

• Bilingual English/Spanish proficiency required; additional compensation.
• High school diploma or equivalent required.
• Minimum 6 months in customer service, call center, or retention roles.
• Experience handling objections or retention preferred.
• Strong multitasking with CRM and scheduling systems during live calls.
• Excellent verbal and written communication.
• Professional, empathetic and persuasive communication style.
• Strong attention to detail and organizational skills.
• Ability to stay calm in high-volume situations and work remotely.
• Proficiency in Microsoft Office and CRM platforms.

Responsibilities

• Handle inbound/outbound calls for appointment rescheduling and account support.
• Assist customers with installation steps and policies.
• Handle cancellations with root-cause analysis and retention solutions.
• Document all interactions in CRM and scheduling tools.
• Navigate multiple systems while maintaining a positive dialogue.
• De-escalate difficult calls with empathy and professionalism.
• Coordinate with internal teams and partners for seamless service.
• Escalate complex issues with timely follow-up.
• Meet targets for retention, service quality, and call handling.
• Follow company policies and confidentiality.

Skills

Bilingual English/Spanish

CRM proficiency

Microsoft Office

Communication

Multitasking

Education

High school diploma or equivalent

Tools

CRM platforms

Scheduling systems

Microsoft Office Suite

Job description

Smart Start, Inc. is seeking a Retention Program Advisor to manage appointment scheduling and account inquiries from a fully remote location.

You will use retention rebuttals to secure attendance at installations or reschedule as needed, thriving in a high-volume call center while protecting revenue and customer relationships. The role emphasizes empathetic, solution-focused communication, multitasking across CRM systems, and meeting retention and service quality metrics in a rate-based