Remote Bilingual Retention Advisor (English/Spanish)

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

Benefits offered by this job

Health plan

401(k) match

Performance incentives

Birthday bonus

Company discounts

Disability coverage

Remote work

Job summary

Smart Start, Inc. is seeking a Retention Program Advisor to engage with potential customers, schedule installations, and handle inquiries in a high-volume remote environment.

You will use retention rebuttals to address hesitations and secure attendance or reschedule as needed. The role emphasizes empathetic, solution-focused communication, CRM documentation, and collaboration with internal teams to protect revenue and uphold our reputation.

Qualifications

• Bilingual English/Spanish required; additional compensation applies.
• High school diploma or equivalent required.
• 6 months of customer service, call center, or retention experience preferred.

Responsibilities

• Manage inbound/outbound calls for appointment rescheduling and account support.
• Assist customers with installation processes and policies.
• Handle cancellations by addressing objections and offering retention solutions.
• Document all interactions in CRM and scheduling systems.
• Navigate multiple systems while maintaining a positive, solution-focused conversation.
• De-escalate challenging situations with empathy and sound judgment.
• Collaborate with internal teams and external partners for seamless service.
• Escalate complex issues and ensure timely follow-up.
• Meet performance metrics related to retention and call handling standards.
• Adhere to policies, procedures, and confidentiality standards.

Skills

Bilingual English/Spanish

Customer service

Call center experience

CRM navigation

Multitasking

Verbal & written communication

Education

High school diploma or equivalent

Tools

CRM platforms

Microsoft Office

Job description

Smart Start, Inc. is seeking a Retention Program Advisor to engage with potential customers, schedule installations, and handle inquiries in a high-volume remote environment.

You will use retention rebuttals to address hesitations and secure attendance or reschedule as needed. The role emphasizes empathetic, solution-focused communication, CRM documentation, and collaboration with internal teams to protect revenue and uphold our reputation.