Remote Bilingual Retention Advisor (EN/ES)

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

Benefits offered by this job

Uncapped performance incentives

Health plan (medical, dental, vision)

401(k) retirement plan with match

Birthday & Anniversary bonus

Company discounts

Disability coverage

Job summary

Smart Start, Inc. is hiring a Remote Retention Program Advisor to engage with potential customers, schedule installations, and resolve inquiries. You will use retention rebuttals to secure attendance and rebalance appointments while maintaining a positive customer experience.

The ideal candidate speaks English and Spanish, has at least 6 months in customer service, and can multitask across CRM and scheduling systems in a fast-paced, remote environment.

Qualifications

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

Responsibilities

• Manage inbound and outbound calls for appointment rescheduling and inquiries.
• Assist customers with installation processes and policies.
• Handle cancellations by addressing root concerns and offering retention options.
• Document customer interactions in CRM and scheduling systems.
• Navigate multiple systems while maintaining a solution-focused conversation.
• De-escalate situations with empathy and professionalism.
• Collaborate with internal teams to ensure seamless service delivery.
• Escalate complex issues and ensure timely follow-up.
• Meet performance metrics related to retention and call handling.
• Adhere to policies, confidentiality, and scope of duties.

Skills

Bilingual (English/Spanish)

Multitasking

CRM proficiency

Communication

Education

High school diploma or equivalent

Tools

CRM platforms

Microsoft Office Suite

Job description

Smart Start, Inc. is hiring a Remote Retention Program Advisor to engage with potential customers, schedule installations, and resolve inquiries. You will use retention rebuttals to secure attendance and rebalance appointments while maintaining a positive customer experience.

The ideal candidate speaks English and Spanish, has at least 6 months in customer service, and can multitask across CRM and scheduling systems in a fast-paced, remote environment.