Remote Bilingual Retention Advisor (English/Spanish)

Smart Start, Inc.; Elizabeth City (NC); Remote; USD 22,000 - 30,000; Full time

Benefits offered by this job

Health plan (medical, dental, vision)

401(k) with company match

Birthday & Anniversary bonus

Company discounts

Short & long-term disability

Job summary

Smart Start, Inc. is seeking a Remote Retention Program Advisor to engage with potential customers, schedule appointments, and handle account inquiries. You will use retention rebuttals to overcome hesitations and help secure installations or reschedule to different dates, times, or locations.

The role thrives in a high-volume call environment, requiring empathetic and solution-oriented communication across multiple systems while maintaining a positive customer experience.

Qualifications

• Bilingual English/Spanish proficiency required.
• High school diploma or equivalent required.
• Minimum 6 months in customer service, call center, or retention-focused roles.
• Experience handling objections or conflicts is preferred.
• Ability to multitask and navigate CRM and scheduling systems during live calls.
• Strong written and verbal communication skills.

Responsibilities

• Handle inbound/outbound calls for appointment rescheduling and inquiries.
• Assist customers through installation process and policy explanations.
• Address cancellations with root-cause analysis and retention options.
• Document all interactions accurately in CRM/scheduling systems.
• Navigate multiple systems while maintaining a solution-focused dialogue.
• De-escalate difficult situations with empathy and professionalism.
• Collaborate with internal teams and external partners to ensure service delivery.
• Escalate complex issues and ensure timely follow-up.
• Meet performance metrics for retention and call quality.
• Adhere to confidentiality and company policies.

Skills

Bilingual English/Spanish

Multitasking

Verbal & written communication

CRM proficiency

Education

High school diploma or equivalent

Tools

Microsoft Office Suite

CRM platforms

Job description

Smart Start, Inc. is seeking a Remote Retention Program Advisor to engage with potential customers, schedule appointments, and handle account inquiries. You will use retention rebuttals to overcome hesitations and help secure installations or reschedule to different dates, times, or locations.

The role thrives in a high-volume call environment, requiring empathetic and solution-oriented communication across multiple systems while maintaining a positive customer experience.