Remote Bilingual Retention Advisor (English/Spanish)

Smart Start, Inc.; Mobile (AL); Remote; USD 19,000 - 30,000; Full time

Benefits offered by this job

Health plan

401(k) plan

Performance incentives

Discounts

Job summary

Smart Start, Inc. is seeking a remote Retention Program Advisor to engage with potential customers, schedule installations, and handle account inquiries.

The role uses retention rebuttals to overcome hesitations, aiming to secure attendance or reschedule as needed in a high-volume environment. The ideal candidate is bilingual (English/Spanish), detail-oriented, and able to multitask across CRM and scheduling systems while maintaining a positive customer experience.

Qualifications

• Bilingual English/Spanish required; additional compensation.
• High school diploma or equivalent.
• Minimum of 6 months of experience in customer service, call center, or retention-focused roles.
• Experience handling objections, conflict resolution, or account retention preferred.
• Strong multitasking skills navigating CRM and scheduling systems during live calls.

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 on policies and procedures.
• Professionally handle cancellation requests by identifying root concerns and offering retention solutions.
• Maintain detailed documentation of all customer interactions in CRM and scheduling platforms.
• Navigate multiple systems while maintaining a positive, solution-focused conversation.
• De-escalate challenging customer situations with empathy and professionalism.
• Collaborate with internal teams and external partners to ensure seamless service delivery.
• Escalate complex issues and ensure timely follow-up.
• Meet performance metrics related to customer retention and call quality.
• Adhere to company policies and confidentiality standards.
• Provide general Care Center support and perform other duties as assigned.

Skills

Bilingual (English/Spanish)

Multitasking

Verbal and written communication

Remote work mindset

Education

High school diploma or equivalent

Tools

CRM platforms

Scheduling systems

Microsoft Office Suite

Job description

Smart Start, Inc. is seeking a remote Retention Program Advisor to engage with potential customers, schedule installations, and handle account inquiries.

The role uses retention rebuttals to overcome hesitations, aiming to secure attendance or reschedule as needed in a high-volume environment. The ideal candidate is bilingual (English/Spanish), detail-oriented, and able to multitask across CRM and scheduling systems while maintaining a positive customer experience.