Remote Bilingual Retention Advisor (EN/ES)

Smart Start, Inc.; Lansing (MI); Remote; USD 19,000 - 30,000; Full time

Benefits offered by this job

Uncapped incentives

Health plan (medical, dental, vision)

401(k) with company match

Birthday & Anniversary bonus

Company discounts

Legal services

Disability insurance

Job summary

Smart Start, Inc. is hiring a Retention Program Advisor to handle appointment scheduling and customer inquiries in a fully remote capacity.

You will use retention rebuttals to overcome hesitations, secure attendance at installation appointments, and reschedule when needed, maintaining a positive customer experience. The role requires bilingual English/Spanish communication, strong multitasking abilities, and experience in customer service.

Qualifications

• Bilingual English/Spanish required; additional compensation.
• High school diploma or equivalent required.
• Minimum 6 months of experience in customer service, call center, or retention roles.
• Experience handling objections or retention preferred.

Responsibilities

• Handle inbound/outbound calls for appointment rescheduling and inquiries.
• Assist customers with navigation through installation process and policies.
• Address cancellations with root-cause analysis and retention solutions.
• Document all interactions accurately in CRM and scheduling systems.
• Navigate multiple systems during calls while maintaining service quality.
• De-escalate difficult situations with empathy and professionalism.
• Collaborate with internal teams and external partners to ensure service delivery.

Skills

Bilingual English/Spanish

Customer service

Multitasking

Communication

Education

High school diploma or equivalent

Tools

Microsoft Office Suite

CRM platforms

Job description

Smart Start, Inc. is hiring a Retention Program Advisor to handle appointment scheduling and customer inquiries in a fully remote capacity.

You will use retention rebuttals to overcome hesitations, secure attendance at installation appointments, and reschedule when needed, maintaining a positive customer experience. The role requires bilingual English/Spanish communication, strong multitasking abilities, and experience in customer service.