Remote Bilingual Retention Advisor (English/Spanish)

Smart Start, Inc.; Bristol (TN); Remote; USD 21,000 - 28,000; Full time

Benefits offered by this job

Health plan (medical, dental, vision)

401(k) with company match

Performance incentives (uncapped)

Birthday & Anniversary bonus

Discounts and legal services

Disability insurance

Job summary

Smart Start, Inc. is seeking a Retention Program Advisor to engage with potential customers about appointments and account inquiries. This role requires empathetic, solution-focused communication in a high-volume call environment, and the ability to navigate CRM and scheduling systems while maintaining a positive customer experience.

The position is fully remote with equipment provided. The ideal candidate is bilingual in English and Spanish, has at least six months in customer service or

Qualifications

• Bilingual English/Spanish required; additional compensation eligible.
• High school diploma or equivalent.
• At least 6 months in customer service or retention roles.
• Experience handling objections and conflict resolution preferred.
• Strong multitasking across CRM and scheduling during live calls.
• Excellent verbal and written communication.
• Tech-savvy with CRM and Microsoft Office.

Responsibilities

• Handle inbound and outbound calls for appointment rescheduling and inquiries.
• Assist customers through installation process with clear policies.
• Address cancellations by identifying root causes and offering retention solutions.
• Document interactions in CRM and scheduling platforms.
• Navigate multiple systems while keeping a positive conversation.
• De-escalate difficult situations with empathy and professionalism.
• Collaborate with internal teams and external partners for service delivery.
• Escalate complex issues timely and follow up.
• Meet performance metrics for retention and call quality.
• Follow company policies and maintain confidentiality.
• Provide general Care Center support as needed.

Skills

Bilingual English/Spanish

Multitasking

CRM navigation

Excellent communication

Education

High school diploma or equivalent

Tools

Microsoft Office

CRM platforms

Job description

Smart Start, Inc. is seeking a Retention Program Advisor to engage with potential customers about appointments and account inquiries. This role requires empathetic, solution-focused communication in a high-volume call environment, and the ability to navigate CRM and scheduling systems while maintaining a positive customer experience.

The position is fully remote with equipment provided. The ideal candidate is bilingual in English and Spanish, has at least six months in customer service or