Remote Bilingual Retention Advisor (English/Spanish)

Smart Start, Inc.; Nebraska; Remote; USD 25,000 - 30,000; Full time

Benefits offered by this job

Uncapped incentives

Health plan (medical, dental, vision)

401(k) with company match

Birthday & Anniversary bonus

Job summary

Smart Start, Inc. is seeking a Retention Program Advisor to engage with potential customers regarding appointment scheduling and account inquiries.

This role supports a fully remote environment with required multitasking across systems, while maintaining a positive customer experience. The ideal candidate is bilingual in English/Spanish, has at least 6 months in customer service or retention roles, and can navigate CRM and scheduling tools with ease.

Qualifications

• Bilingual English/Spanish required; additional compensation.
• Minimum 6 months experience in customer service, call center, or retention roles.
• Strong multitasking skills and ability to navigate CRM and scheduling systems during live calls.
• Excellent verbal and written communication; professional, empathetic style.

Responsibilities

• Manage inbound and outbound calls for appointment rescheduling and service inquiries.
• Assist customers with navigating installation processes and policies.
• Handle cancellations by addressing objections with retention solutions.
• Document all interactions in CRM and scheduling platforms.
• De-escalate challenging situations with empathy and professionalism.
• Collaborate with internal teams to ensure seamless service delivery.
• Escalate complex issues and ensure timely follow-up.
• Meet performance metrics for customer retention and call handling standards.

Skills

Bilingual English/Spanish

CRM navigation

Multitasking

Verbal & written communication

Microsoft Office Suite

Conflict resolution

Education

High school diploma or equivalent

Tools

CRM platforms

Scheduling systems

Job description

Smart Start, Inc. is seeking a Retention Program Advisor to engage with potential customers regarding appointment scheduling and account inquiries.

This role supports a fully remote environment with required multitasking across systems, while maintaining a positive customer experience. The ideal candidate is bilingual in English/Spanish, has at least 6 months in customer service or retention roles, and can navigate CRM and scheduling tools with ease.