Remote Bilingual Retention Advisor (English/Spanish)

Smart Start, Inc.; Moundridge (KS); Remote; USD 21,000 - 30,000; Full time

Benefits offered by this job

Health plan (medical, dental, vision)

401(k) with company match

Performance incentives

Remote work environment

Birthday & Anniversary bonus

Company discounts

Job summary

Smart Start, Inc. in the Care Center department is seeking a Retention Program Advisor to engage with customers for scheduling and account inquiries. The advisor uses retention rebuttals to secure attendance or reschedule, handling high-volume calls with empathy and efficiency.

The ideal candidate thrives on multitasking across systems, maintains accurate CRM records, and helps preserve customer relationships while protecting revenue.

Qualifications

• Bilingual English/Spanish proficiency required; qualifying compensation.
• High school diploma or equivalent required.
• Minimum 6 months in customer service, call center, or retention roles.
• Experience handling objections, conflict resolution, or retention preferred.
• Strong multitasking and CRM/scheduling system navigation.
• Excellent verbal and written communication; calm under pressure.
• Self-motivated and comfortable working remotely.

Responsibilities

• Handle inbound and outbound calls for appointment rescheduling and inquiries.
• Provide clear information on policies and procedures.
• Address cancellations, uncover root concerns, and offer retention options.
• Document all customer interactions in CRM and scheduling systems.
• Navigate multiple systems while maintaining a positive conversation.
• De-escalate difficult situations with empathy and professionalism.
• Collaborate with internal/external teams to ensure service delivery.
• Escalate complex issues with timely follow-up.
• Meet performance metrics for retention and service quality.
• Adhere to policies, confidentiality, and duties as assigned.

Skills

Customer service

Call center

Retention strategies

Multitasking

Verbal communication

Written communication

Empathy

Remote work

CRM navigation

Microsoft Office

Education

High school diploma

Tools

CRM platforms

Microsoft Office

Job description

Smart Start, Inc. in the Care Center department is seeking a Retention Program Advisor to engage with customers for scheduling and account inquiries. The advisor uses retention rebuttals to secure attendance or reschedule, handling high-volume calls with empathy and efficiency.

The ideal candidate thrives on multitasking across systems, maintains accurate CRM records, and helps preserve customer relationships while protecting revenue.