Remote Bilingual Retention Advisor (English/Spanish)

Smart Start, Inc.; Clovis (NM); Remote; USD 2,066,000 - 3,031,000; Part time

Benefits offered by this job

Remote work

Health plan

401(k) match

Performance incentives

Birthday/Anniversary bonus

Discounts

Disability benefits

Growth opportunities

Job summary

Smart Start, Inc. is seeking a Retention Program Advisor to engage with potential customers, schedule appointments, and resolve inquiries from a remote location.

The role emphasizes empathetic, solution-focused communication and retention strategies to protect revenue and uphold the company’s reputation. The ideal candidate thrives in a high-volume environment, manages multiple systems, and demonstrates strong problem-solving skills while maintaining excellent service quality.

Qualifications

• Bilingual English/Spanish required; qualifies for additional compensation.
• High school diploma or equivalent required.
• Minimum of 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 with CRM/scheduling systems during live calls.
• Excellent verbal and written communication skills.
• Professional, empathetic and persuasive communication style.
• Strong attention to detail and organizational skills.
• Ability to work 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 on policies.
• Handle cancellations by identifying root concerns and offering retention solutions.
• Document all customer interactions in CRM and scheduling platforms.
• Navigate multiple systems simultaneously while maintaining a positive conversation.
• De-escalate challenging customer situations with empathy and sound judgment.
• Collaborate with internal teams and external partners to ensure service delivery.
• Escalate complex issues with timely follow-up.
• Meet performance metrics related to customer retention and call handling.
• Adhere to company policies and confidentiality standards.
• Provide general Care Center support and perform other duties.

Skills

Bilingual English/Spanish

Customer service

Retention

Multitasking

CRM navigation

Microsoft Office

Education

High School Diploma

Tools

CRM platforms

Scheduling systems

Microsoft Office

Job description

Smart Start, Inc. is seeking a Retention Program Advisor to engage with potential customers, schedule appointments, and resolve inquiries from a remote location.

The role emphasizes empathetic, solution-focused communication and retention strategies to protect revenue and uphold the company’s reputation. The ideal candidate thrives in a high-volume environment, manages multiple systems, and demonstrates strong problem-solving skills while maintaining excellent service quality.