Remote Bilingual Retention Advisor — English/Spanish

Smart Start, Inc.; Martinsville (VA); Remote; USD 17,000 - 34,000; Full time

Benefits offered by this job

Comprehensive health plan (medical,牙牙、

401(k) retirement plan with company-m/

Birthday & Anniversary bonus

Company-wide discounts

Disability insurance

Work-life balance and growth

Job summary

Smart Start, Inc. is seeking a Retention Program Advisor for a fully remote role in the Care Center. You will engage with potential customers, schedule appointments, and address inquiries to secure attendance or reschedule as needed, while maintaining a positive customer experience in a high-volume environment.

The ideal candidate thrives on empathy, multitasks across systems, and responsibly documents interactions to protect revenue and uphold the company’s reputation.

Qualifications

• Bilingual (English/Spanish) proficiency required; qualifies for additional compensation.
• High school diploma or equivalent required.
• Minimum of 6 months of experience in customer service, call center, account management, or retention-focused roles.
• Experience handling objections, conflict resolution, or account retention preferred.
• Strong multitasking skills with the ability to navigate CRM and scheduling systems during live calls.
• Excellent verbal and written communication skills.
• Professional, empathetic and persuasive communication style.
• Self-motivated and comfortable working in a remote environment.

Responsibilities

• Manage inbound and outbound calls related to appointment rescheduling, service inquiries, and account support.
• Assist customers with navigating their installation process and provide clear information regarding policies and procedures.
• Handle cancellation requests by identifying root concerns, addressing objections, and offering retention solutions.
• Maintain detailed documentation of all customer interactions in CRM and scheduling platforms.
• Navigate multiple systems simultaneously while maintaining a positive, solution-focused conversation.
• De-escalate challenging customer situations with empathy, professionalism, and sound judgment.
• Collaborate with internal teams and external partners to ensure seamless service delivery.
• Escalate complex issues appropriately while ensuring timely follow-up.
• Meet performance metrics related to customer retention, service quality, and call handling standards.
• Adhere to company policies, procedures, and confidentiality standards.
• Provide general Care Center support and perform other duties as assigned.

Skills

Bilingual English/Spanish

CRM navigation

Verbal & written communication

Multitasking

Customer service

Education

High school diploma or equivalent

Tools

CRM platforms

Scheduling systems

Job description

Smart Start, Inc. is seeking a Retention Program Advisor for a fully remote role in the Care Center. You will engage with potential customers, schedule appointments, and address inquiries to secure attendance or reschedule as needed, while maintaining a positive customer experience in a high-volume environment.

The ideal candidate thrives on empathy, multitasks across systems, and responsibly documents interactions to protect revenue and uphold the company’s reputation.