Remote Bilingual Retention Specialist

Smart Start, Inc.; Grapevine (TX); Remote; USD 22,000 - 33,000; Full time

Benefits offered by this job

Health plan (medical, dental, and視ion)

401(k) with company match

Birthday & Anniversary bonus

Company discounts

Disability coverage

Work-life balance

Professional growth

Job summary

Smart Start, Inc. is seeking a Retention Program Advisor to engage with potential customers, scheduling appointments and addressing inquiries.

The role relies on retention rebuttals to secure attendance for installations or reschedule as needed, requiring empathy and effective communication in a high-volume setting. The ideal candidate thrives on multitasking across systems while maintaining a positive customer experience, and embraces a remote work environment with uncapped performance

Qualifications

• Bilingual English/Spanish required.
• High school diploma or equivalent.
• Minimum of 6 months of experience in customer service, call center, account management, or retention-focused roles.
• Experience using CRM and scheduling systems.

Responsibilities

• Manage inbound and outbound calls related to appointment rescheduling, service inquiries, and account support.
• Assist customers with navigating their installation process and provide clear information on policies.
• Handle cancellations by addressing objections and offering retention solutions.
• Maintain detailed documentation of customer interactions in CRM/scheduling platforms.
• Navigate multiple systems during live calls while staying solution-focused.
• 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 standards.
• Adhere to company policies, confidentiality standards, and perform other duties as assigned.

Skills

Bilingual English/Spanish

Multitasking

Communication skills

Remote work

Education

High school diploma or equivalent

Tools

CRM platforms

Microsoft Office Suite

Job description

Smart Start, Inc. is seeking a Retention Program Advisor to engage with potential customers, scheduling appointments and addressing inquiries.

The role relies on retention rebuttals to secure attendance for installations or reschedule as needed, requiring empathy and effective communication in a high-volume setting. The ideal candidate thrives on multitasking across systems while maintaining a positive customer experience, and embraces a remote work environment with uncapped performance