Remote Bilingual Retention Advisor (English/Spanish)

Smart Start, Inc.; Danville (VA); Remote; USD 25,000 - 33,000; Full time

Benefits offered by this job

Uncapped performance incentives

Health plan (medical, dental, vision)

401(k) with company match

Birthday & Anniversary bonus

Company discounts

Disability coverage

Growth opportunities

Job summary

Smart Start, Inc. is offering a fully remote Retention Program Advisor role. You will handle appointment scheduling and account inquiries, using retention rebuttals to secure attendance and reschedule when needed.

Expect a high-volume environment with uncapped performance incentives and a strong emphasis on customer care. The role requires bilingual English/Spanish proficiency, a high school diploma, and at least 6 months in customer service or retention-focused positions.

Qualifications

• Bilingual English/Spanish required; additional compensation applicable.
• High school diploma or equivalent required.
• Minimum 6 months in customer service, call center, or retention-focused roles.
• Experience handling objections and account retention preferred.
• Ability to multitask across CRM and scheduling systems during live calls.

Responsibilities

• Manage inbound and outbound calls for appointment rescheduling and inquiries.
• Assist customers with navigation of installation process and policies.
• Handle cancellations by addressing concerns and offering retention solutions.
• Document all interactions in CRM and scheduling platforms.
• Navigate multiple systems while maintaining a positive conversation.
• De-escalate challenging situations with empathy and professionalism.
• Escalate complex issues and ensure timely follow-up.
• Meet performance metrics for retention and call handling.
• Provide general Care Center support and other duties as assigned.

Skills

Bilingual English/Spanish

Microsoft Office

CRM proficiency

Strong communication

Education

High school diploma or equivalent

Tools

CRM platforms

Scheduling systems

Job description

Smart Start, Inc. is offering a fully remote Retention Program Advisor role. You will handle appointment scheduling and account inquiries, using retention rebuttals to secure attendance and reschedule when needed.

Expect a high-volume environment with uncapped performance incentives and a strong emphasis on customer care. The role requires bilingual English/Spanish proficiency, a high school diploma, and at least 6 months in customer service or retention-focused positions.