Remote Bilingual Retention Advisor

Smart Start, Inc.; Virginia Beach (VA); Remote; USD 25,000 - 36,000; Full time

Benefits offered by this job

Fully remote position

Health plan (medical, dental, vision)

401(k) with company match

Uncapped performance incentives

Birthday & Anniversary bonus

Company discounts

Disability insurance

Job summary

Smart Start, Inc. is seeking a Remote Retention Program Advisor to manage appointment scheduling and customer inquiries with empathetic, solution-focused communication.

You will handle high-volume calls, navigate CRM and scheduling systems, and help preserve customer relationships while protecting revenue. The role offers hourly pay with uncapped incentives, a comprehensive health plan, a 401(k) with company match, and other fringe benefits.

Qualifications

• Bilingual English/Spanish required; additional compensation may apply.
• High school diploma or equivalent required.
• At least 6 months in customer service, call center, or retention roles.
• Experience handling objections and conflict resolution.
• Strong multitasking across CRM and scheduling systems.
• Excellent verbal and written communication.
• Empathetic, professional, and persuasive communication style.
• Detail-oriented and organized.
• Calm and solution-focused in high-volume environments.
• Self-motivated; comfortable working remotely.
• Proficient in Microsoft Office and CRM platforms.

Responsibilities

• Handle inbound and outbound calls for appointment rescheduling and inquiries.
• Assist customers with installation process and policies.
• Address cancellations and offer retention solutions.
• Document interactions in CRM and scheduling systems.
• Navigate multiple systems while staying customer-focused.
• De-escalate difficult situations with empathy and judgment.
• Collaborate with internal teams and external partners.
• Escalate complex issues and ensure timely follow-up.
• Meet performance metrics for retention and service quality.
• Adhere to policies and confidentiality.
• Provide Care Center support and perform other duties as assigned.

Skills

Bilingual EN/ES

Customer service

Objection handling

CRM navigation

Communication skills

Empathy

Multitasking

Attention to detail

Remote work

MS Office & CRM

Education

High School Diploma

Job description

Smart Start, Inc. is seeking a Remote Retention Program Advisor to manage appointment scheduling and customer inquiries with empathetic, solution-focused communication.

You will handle high-volume calls, navigate CRM and scheduling systems, and help preserve customer relationships while protecting revenue. The role offers hourly pay with uncapped incentives, a comprehensive health plan, a 401(k) with company match, and other fringe benefits.