Remote Bilingual Retention Advisor (English/Spanish)

Smart Start, Inc.; Coppell (TX); Remote; USD 21,000 - 34,000; Full time

Benefits offered by this job

Health insurance

401(k) with match

Bonus opportunities

Remote work

Disability insurance

Job summary

Smart Start, Inc. is seeking a Retention Program Advisor for a fully remote role. You will engage with potential customers to schedule installations and address inquiries, using retention rebuttals to secure attendance and reschedule when needed.

The ideal candidate is bilingual (English/Spanish), comfortable in a high-volume call environment, and skilled at navigating CRM systems while maintaining a positive customer experience. Remote cooperation with teams ensures timely service delivery.

Qualifications

• Bilingual English/Spanish required; qualifies for additional compensation.
• High school diploma or equivalent required.
• Minimum 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 CRM and scheduling systems during live calls.

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, accurate information regarding policies and procedures.
• Professionally handle cancellation requests by identifying root concerns, addressing objections, and offering appropriate retention solutions.
• Maintain detailed and accurate 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, professionalism, and sound judgment.
• Collaborate with internal teams and external partners to ensure seamless service delivery.
• Escalate complex issues appropriately while ensuring timely follow-up.
• Meet established performance metrics related to customer retention, service quality, 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

Phone-based communication

CRM experience

Education

High school diploma or equivalent

Tools

CRM platforms

Microsoft Office

Job description

Smart Start, Inc. is seeking a Retention Program Advisor for a fully remote role. You will engage with potential customers to schedule installations and address inquiries, using retention rebuttals to secure attendance and reschedule when needed.

The ideal candidate is bilingual (English/Spanish), comfortable in a high-volume call environment, and skilled at navigating CRM systems while maintaining a positive customer experience. Remote cooperation with teams ensures timely service delivery.