Remote Bilingual Retention Advisor (English/Spanish)

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

Job summary

Smart Start, Inc. is seeking aRetention Program Advisor for a fully remote Care Center role. You will engage with potential customers regarding appointment scheduling and account inquiries, proactively using retention rebuttals to secure installation appointments or reschedule to another date/time/location.

The ideal candidate thrives in a high-volume call environment, multitasks across systems, and maintains a positive customer experience while protecting revenue and the company's reputation.

Qualifications

• Bilingual English/Spanish required; qualifies for additional compensation.
• High school diploma or equivalent.
• Minimum of 6 months of experience in customer service, call center, account management, or retention-focused roles.
• Experience handling objections, conflict resolution, or account retention preferred.
• Strong multitasking skills with the ability to navigate CRM and scheduling systems during live calls.
• Excellent verbal and written communication skills.
• Professional, empathetic, and persuasive communication style.
• Ability to remain calm and solution-focused in high-volume or high-stress situations.
• Self-motivated and comfortable working in a remote environment.
• Proficiency in Microsoft Office Suite and CRM platforms.

Responsibilities

• Handle inbound and outbound calls for appointment rescheduling and inquiries.
• Assist customers with navigating their installation process and provide policies/procedures.
• Address cancellations by identifying root concerns and offering retention solutions.
• Document all customer interactions in CRM and scheduling tools.
• 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 handling.
• Adhere to company policies, procedures, and confidentiality standards.
• Provide general Care Center support as needed.

Skills

Bilingual English/Spanish

Multitasking

Communication skills

Remote work

CRM proficiency

Microsoft Office

CRM platforms

Education

High school diploma or equivalent

Tools

CRM platforms

Microsoft Office Suite

Job description

Smart Start, Inc. is seeking aRetention Program Advisor for a fully remote Care Center role. You will engage with potential customers regarding appointment scheduling and account inquiries, proactively using retention rebuttals to secure installation appointments or reschedule to another date/time/location.

The ideal candidate thrives in a high-volume call environment, multitasks across systems, and maintains a positive customer experience while protecting revenue and the company's reputation.