Remote Bilingual Retention Advisor

Smart Start, Inc.; Winterville (NC); Remote; USD 20,664,000 - 30,307,000; Full time

Benefits offered by this job

Health plan (medical, dental, vision)

401(k) retirement plan with company-m

Birthday & Anniversary bonus

Discounts

Legal services

Short & long-term disability

Work/life balance

Professional growth

Job summary

Smart Start, Inc. is seeking a Remote Retention Program Advisor to engage with potential customers regarding appointment scheduling and inquiries. The role focuses on using retention rebuttals to secure attendance or reschedule while preserving client relationships and revenue.

The ideal candidate thrives in a high-volume call environment, multitasks across systems, and communicates empathetically and effectively in English and Spanish. Remote work is provided with necessary equipment.

Qualifications

• Bilingual English/Spanish proficiency required; qualifies for additional compensation.
• High school diploma or equivalent required.
• Minimum of 6 months 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.

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 information regarding policies and procedures.
• Professionally handle cancellation requests by identifying root concerns, addressing objections, and offering retention solutions.
• Maintain detailed 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 and professionalism.

Skills

Bilingual EN/ES

Multi-tasking

Communication skills

Remote-friendly

Education

High school diploma or equivalent

Tools

CRM platforms

Microsoft Office Suite

Job description

Smart Start, Inc. is seeking a Remote Retention Program Advisor to engage with potential customers regarding appointment scheduling and inquiries. The role focuses on using retention rebuttals to secure attendance or reschedule while preserving client relationships and revenue.

The ideal candidate thrives in a high-volume call environment, multitasks across systems, and communicates empathetically and effectively in English and Spanish. Remote work is provided with necessary equipment.