Remote Bilingual Retention Advisor (English/Spanish)

Smart Start, Inc.; Johnson City (TN); Remote; USD 2,066,000 - 3,031,000; Full time

Benefits offered by this job

Uncapped incentives

Health plan

401(k) matching

Remote work

Growth opportunities

Professional development

Job summary

Smart Start, Inc. is seeking a Remote Retention Program Advisor to handle appointment scheduling and account inquiries. The role uses retention rebuttals to overcome hesitations, aims to secure attendance at installations, or reschedule to a different date, time, or location.

You will work in a high-volume environment and must multitask across systems while keeping customers satisfied. The ideal candidate will be bilingual (English/Spanish), have excellent communication skills, and thrive in a

Qualifications

• Bilingual English/Spanish required; Spanish adds compensation.
• High school diploma or equivalent.
• At least 6 months in customer service or call center.
• Experience handling objections or retention preferred.
• Excellent verbal and written communication.
• Remote work experience and self-motivation.

Responsibilities

• Manage inbound and outbound calls for appointment scheduling and inquiries.
• Assist customers with installation processes and policies.
• Handle cancellations with retention-focused solutions.
• Document all interactions in CRM and scheduling systems.
• Navigate multiple systems while maintaining a positive tone.
• De-escalate difficult calls with empathy and sound judgment.
• Collaborate with internal teams and partners for seamless service.

Skills

Bilingual English/Spanish

Multitasking

Verbal and written communication

Remote work self-motivation

CRM platforms familiarity

Microsoft Office Suite

Education

High school diploma or equivalent

Tools

CRM platforms

Microsoft Office Suite

Job description

Smart Start, Inc. is seeking a Remote Retention Program Advisor to handle appointment scheduling and account inquiries. The role uses retention rebuttals to overcome hesitations, aims to secure attendance at installations, or reschedule to a different date, time, or location.

You will work in a high-volume environment and must multitask across systems while keeping customers satisfied. The ideal candidate will be bilingual (English/Spanish), have excellent communication skills, and thrive in a