Remote Bilingual Retention Advisor (English/Spanish)

Smart Start, Inc.; Blue Springs (MO); Remote; USD 21,000 - 30,000; Full time

Benefits offered by this job

Health plan

401(k) match

Performance incentives

Equipment provided

Remote-friendly environment

Job summary

Smart Start, Inc. is seeking a Retention Program Advisor to handle appointment scheduling, account inquiries, and proactive retention efforts in a fully remote role.

The ideal candidate will be bilingual (English/Spanish), able to multitask across CRM systems, and communicate empathetically to preserve customer relationships and protect revenue. Remote equipment is provided and performance-based incentives apply.

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.
• Self-motivated and confident working in a remote environment.

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.
• Handle cancellation requests by identifying root concerns and offering retention solutions.
• Maintain accurate documentation of 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 sound judgment.
• Collaborate with internal teams and external partners to ensure seamless service delivery.
• Escalate complex issues with timely follow-up.
• Meet performance metrics related to customer retention and call handling standards.
• Adhere to company policies and confidentiality standards.
• Provide general Care Center support and perform other duties as assigned.

Skills

Bilingual English/Spanish

Customer service

CRM multitasking

Verbal & written communication

Objection handling

Remote work capability

Education

High school diploma or equivalent

Tools

CRM platforms

Microsoft Office Suite

Job description

Smart Start, Inc. is seeking a Retention Program Advisor to handle appointment scheduling, account inquiries, and proactive retention efforts in a fully remote role.

The ideal candidate will be bilingual (English/Spanish), able to multitask across CRM systems, and communicate empathetically to preserve customer relationships and protect revenue. Remote equipment is provided and performance-based incentives apply.