Remote Bilingual Retention Advisor (English/Spanish)

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

Benefits offered by this job

Health plan

401(k) match

Performance incentives

Bonuses

Job summary

Smart Start, Inc. seeks a Retention Program Advisor for a fully remote position in the Care Center. You will manage appointment rescheduling, answer inquiries, and help preserve customer relationships while meeting retention metrics.

A high school diploma and 6 months in customer service are required, with bilingual English/Spanish proficiency and experience navigating CRM systems. The role offers uncapped incentives, comprehensive benefits, and the flexibility of a remote work environment to

Qualifications

• Bilingual English/Spanish required; qualifies for additional compensation.
• High school diploma or equivalent.
• Minimum of 6 months in customer service, call center, account management, or retention-focused roles.
• Experience handling objections or conflict resolution is preferred.
• Strong multitasking skills and ability to navigate CRM and scheduling systems during live calls.
• Excellent verbal and written communication; professional and empathetic style.

Responsibilities

• Manage inbound and outbound calls regarding appointment rescheduling, service inquiries, and account support.
• Guide customers through the installation process and explain policies clearly.
• Handle cancellations by addressing root concerns and offering retention solutions.
• Document all interactions accurately in CRM and scheduling platforms.
• De-escalate difficult situations with empathy and sound judgment.
• Collaborate with internal teams and partners to ensure seamless service delivery.
• Escalate complex issues and ensure timely follow-up.
• Meet performance metrics for customer retention and call handling.

Skills

Bilingual (English/Spanish)

CRM navigation

Microsoft Office Suite

Education

High school diploma or equivalent

Tools

CRM platforms

Job description

Smart Start, Inc. seeks a Retention Program Advisor for a fully remote position in the Care Center. You will manage appointment rescheduling, answer inquiries, and help preserve customer relationships while meeting retention metrics.

A high school diploma and 6 months in customer service are required, with bilingual English/Spanish proficiency and experience navigating CRM systems. The role offers uncapped incentives, comprehensive benefits, and the flexibility of a remote work environment to