Remote Bilingual Retention Advisor (EN/ES)

Smart Start, Inc.; Keller (TX); Remote; USD 25,000 - 36,000; Full time

Benefits offered by this job

Fully remote position

Health, dental, vision plan

401(k) with company match

Bonuses for milestones

Job summary

Smart Start, Inc. is seeking a remote Retention Program Advisor for our Care Center. You will manage inbound/outbound calls, assist customers with installation processes, and use retention strategies to secure appointments while maintaining a positive customer experience.

The role requires bilingual English/Spanish, high school diploma, and at least 6 months in customer service or call center. You will multitask across CRM and scheduling systems, document interactions, and uphold our policies.

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.

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, 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.

Skills

Bilingual English/Spanish

Education

High school diploma or equivalent

Job description

Smart Start, Inc. is seeking a remote Retention Program Advisor for our Care Center. You will manage inbound/outbound calls, assist customers with installation processes, and use retention strategies to secure appointments while maintaining a positive customer experience.

The role requires bilingual English/Spanish, high school diploma, and at least 6 months in customer service or call center. You will multitask across CRM and scheduling systems, document interactions, and uphold our policies.