Remote Bilingual Retention Advisor (English/Spanish)

Smart Start, Inc.; Lemoyne (Cumberland County); Remote; USD 21,000 - 30,000; Full time

Benefits offered by this job

Remote work

Health plan (medical, dental, vision)

401(k) match

Uncapped incentives

Birthday & Anniversary bonus

Company discounts

Disability coverage

Career growth opportunities

Job summary

Smart Start, Inc. is seeking a Retention Program Advisor to engage with potential customers about appointments and account inquiries in a fully remote role. You will use retention rebuttals to secure attendance or reschedule, while preserving customer relationships and protecting revenue.

The ideal candidate thrives in a high-volume call environment, multitasks across systems, and maintains a positive customer experience while meeting performance metrics.

Qualifications

• Bilingual English/Spanish required; additional compensation.
• High school diploma or equivalent.
• Minimum 6 months in customer service, call center, or retention-focused roles.
• Experience handling objections or account retention preferred.
• Strong multitasking with CRM and scheduling systems.
• Excellent verbal and written communication skills.
• Professional, empathetic and persuasive communication style.
• Detail-oriented and organized.
• Self-motivated for remote work environment.
• Proficiency in Microsoft Office and CRM platforms.

Responsibilities

• Handle inbound/outbound calls for appointment rescheduling and inquiries.
• Assist customers with navigating installation process and policies.
• Address objections and offer retention solutions.
• Document all interactions in CRM and scheduling platforms.
• Navigate multiple systems while maintaining positive conversations.
• De-escalate difficult cases with empathy and sound judgment.
• Collaborate with internal teams and external partners.
• Escalate complex issues and ensure timely follow-up.
• Meet retention, service quality, and call-handling metrics.
• Adhere to policies and confidentiality standards.
• Provide general Care Center support and other duties as assigned.

Skills

Bilingual English/Spanish

Multitasking

Communication skills

CRM proficiency

Microsoft Office

Education

High school diploma or equivalent

Tools

CRM software

Scheduling software

Job description

Smart Start, Inc. is seeking a Retention Program Advisor to engage with potential customers about appointments and account inquiries in a fully remote role. You will use retention rebuttals to secure attendance or reschedule, while preserving customer relationships and protecting revenue.

The ideal candidate thrives in a high-volume call environment, multitasks across systems, and maintains a positive customer experience while meeting performance metrics.