Remote Bilingual Retention Advisor

Smart Start, Inc.; Tucson (AZ); Remote; USD 51,577,000 - 80,231,000; Full time

Benefits offered by this job

Uncapped incentives I incl. bonuses

Health, dental, vision coverage

401(k) with generous match

Birthday & Anniversary bonus

Company discounts

Disability coverage

Job summary

Smart Start, Inc. is seeking a Retention Program Advisor to engage with potential customers about appointments and account inquiries.

The role requires bilingual English/Spanish communication, strong empathy, and the ability to work in a high-volume remote environment. You will use retention rebuttals to secure attendance at installations or reschedule as needed, while maintaining customer relationships and protecting revenue.

Qualifications

• Bilingual English/Spanish required; compensation eligible.
• High school diploma or equivalent.
• Minimum 6 months in customer service, call center, or retention-focused roles.
• Experience handling objections or retention preferred.
• Strong multitasking and ability to navigate CRM/scheduling systems during live calls.

Responsibilities

• Manage inbound/outbound calls for appointment rescheduling and inquiries.
• Assist customers with installation process and policy info.
• Handle cancellation requests with retention solutions.
• Document all interactions in CRM/scheduling platforms.
• Navigate multiple systems while maintaining solution-focused conversations.
• De-escalate challenging customer situations with empathy and professionalism.
• Collaborate with internal teams and external partners to ensure service delivery.

Skills

Bilingual English/Spanish

Strong multitasking

CRM navigation

Microsoft Office

Education

High school diploma

Tools

CRM platforms

Microsoft Office

Job description

Smart Start, Inc. is seeking a Retention Program Advisor to engage with potential customers about appointments and account inquiries.

The role requires bilingual English/Spanish communication, strong empathy, and the ability to work in a high-volume remote environment. You will use retention rebuttals to secure attendance at installations or reschedule as needed, while maintaining customer relationships and protecting revenue.