Remote Bilingual Retention Advisor (English/Spanish)

Smart Start, Inc.; Bluefield (WV); Remote; USD 25,000 - 39,000; Full time

Benefits offered by this job

Health plan including medical, dental,

Vision coverage

401(k) with company match

Performance incentives

Birthday & Anniversary bonus

Job summary

Smart Start, Inc. is seeking a Retention Program Advisor to engage with customers regarding appointment scheduling and inquiries in a fully remote role.

You will use retention rebuttals to secure attendance at installation appointments or reschedule as needed, maintaining a positive customer experience in a high-volume environment. The ideal candidate can multitask across systems, communicate empathetically, and preserve relationships to protect revenue and reputation.

Qualifications

• Bilingual English/Spanish required.
• High school diploma or equivalent required.
• Minimum 6 months in customer service, call center, account management, or retention-focused roles.
• Experience handling objections, conflict resolution, or account retention preferred.
• Strong multitasking skills; able to navigate CRM and scheduling systems during live calls.
• Excellent verbal and written communication skills.
• Professional, empathetic, and persuasive communication style.
• Attention to detail and organization skills.
• Ability to stay calm and solution-focused in high-volume situations.
• Self-motivated and comfortable working remotely.
• Proficiency in Microsoft Office Suite and CRM platforms.

Responsibilities

• Manage inbound and outbound calls related to appointment rescheduling and inquiries.
• Assist customers with navigating their installation process and provide clear information regarding policies and procedures.
• Handle cancellation requests by identifying root concerns, addressing objections, and offering retention solutions.
• Maintain detailed 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 and professionalism.
• Collaborate with internal teams and external partners to ensure seamless service delivery.
• Escalate complex issues appropriately and ensure timely follow-up.
• Meet established performance metrics related to customer retention 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

Customer service

Multitasking

Effective communication

CRM navigation

Remote work

Microsoft Office

Education

High school diploma or equivalent

Tools

CRM platforms

Microsoft Office

Job description

Smart Start, Inc. is seeking a Retention Program Advisor to engage with customers regarding appointment scheduling and inquiries in a fully remote role.

You will use retention rebuttals to secure attendance at installation appointments or reschedule as needed, maintaining a positive customer experience in a high-volume environment. The ideal candidate can multitask across systems, communicate empathetically, and preserve relationships to protect revenue and reputation.