Remote Bilingual Retention Advisor (EN/ES)

Smart Start, Inc.; Charleston (WV); À distance; USD 21 000 - 34 000; Plein temps

Avantages offerts par ce poste

Health plan

401(k) match

Retention incentives

Birthday & Anniversary bonus

Discounts

Résumé du poste

Smart Start, Inc. is seeking a Remote Retention Program Advisor to engage with potential customers, schedule installations, and address inquiries from a home office.

The role emphasizes proactive retention rebuttals to secure attendance or reschedule appointments while preserving revenue and customer relationships. Ideal candidates thrive in high-volume call environments, multitask across CRM and scheduling systems, and communicate professionally with empathy.

Qualifications

• Bilingual English/Spanish proficiency required; qualifies for additional compensation.
• High school diploma or equivalent required.
• Minimum of 6 months of 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.
• Professional, empathetic, and persuasive communication style.
• Strong attention to detail and organizational skills.
• Ability to remain calm and solution-focused in high-volume or high-stress situations.
• Self-motivated and comfortable working in a remote environment.
• Proficiency in Microsoft Office Suite and CRM platforms.

Responsabilités

• Manage inbound and outbound calls related to appointment rescheduling, service inquiries, and account support.
• Assist customers with navigating their installation process and provide clear, accurate information regarding policies and procedures.
• Professionally handle cancellation requests by identifying root concerns, addressing objections, and offering appropriate retention solutions.
• Maintain detailed and accurate 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, professionalism, and sound judgment.
• Collaborate with internal teams and external partners to ensure seamless service delivery.
• Escalate complex issues appropriately while ensuring timely follow-up.
• Meet established performance metrics related to customer retention, service quality, and call handling standards.
• Adhere to company policies, procedures, and confidentiality standards.
• Provide general Care Center support and perform other duties as assigned.

Description du poste

Smart Start, Inc. is seeking a Remote Retention Program Advisor to engage with potential customers, schedule installations, and address inquiries from a home office.

The role emphasizes proactive retention rebuttals to secure attendance or reschedule appointments while preserving revenue and customer relationships. Ideal candidates thrive in high-volume call environments, multitask across CRM and scheduling systems, and communicate professionally with empathy.