Remote Bilingual Retention Advisor (English/Spanish)

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

Benefits offered by this job

Health insurance

Dental/Vision coverage

401(k) with company match

Birthday & Anniversary bonus

Company discounts

Disability insurance

Growth opportunities

Job summary

Smart Start, Inc. is seeking a Remote Retention Program Advisor to engage with potential customers about appointments and account inquiries. You will work in a high-volume call environment, using retention strategies to secure installation appointments or reschedule as needed.

The ideal candidate is bilingual (English/Spanish), with strong communication skills and the ability to multitask across CRM and scheduling systems while maintaining a positive customer experience.

Qualifications

• Bilingual English/Spanish required.
• High school diploma or equivalent required.
• Minimum 6 months in customer service, call center, or retention-focused roles.
• Experience handling objections or retention preferred.
• Strong multitasking across CRM and scheduling systems.
• Excellent verbal and written communication skills.
• Professional, empathetic, solution-focused communication style.

Responsibilities

• Manage inbound and outbound calls related to appointment rescheduling and account support.
• Assist customers with navigating the installation process and policies.
• Handle cancellations by addressing concerns and retention options.
• Document customer interactions in CRM and scheduling systems.
• Navigate multiple systems while maintaining a positive conversation.
• De-escalate challenging situations with empathy and professionalism.
• Collaborate with internal teams and external partners to ensure seamless service delivery.
• Escalate complex issues with timely follow-up.
• Meet performance metrics for customer retention and service quality.
• Adhere to policies and confidentiality standards.
• Provide general Care Center support as needed.

Skills

Bilingual EN/ES

Customer service

Multitasking

CRM navigation

Communication

Remote work

Problem solving

Education

High school diploma

Tools

CRM platforms

Microsoft Office

Job description

Smart Start, Inc. is seeking a Remote Retention Program Advisor to engage with potential customers about appointments and account inquiries. You will work in a high-volume call environment, using retention strategies to secure installation appointments or reschedule as needed.

The ideal candidate is bilingual (English/Spanish), with strong communication skills and the ability to multitask across CRM and scheduling systems while maintaining a positive customer experience.