Remote Bilingual Retention Specialist

Smart Start, Inc.; Greensboro (NC); Remote; USD 21,000 - 34,000; Full time

Benefits offered by this job

Health plan

401(k) match

Performance incentives

Birthday bonus

Disability insurance

Job summary

Smart Start, Inc. is seeking aRetention Program Advisor to engage with potential customers on appointment scheduling and account inquiries. The role involves using retention rebuttals to secure attendance at installation appointments or reschedule as needed.

You will work in a high-volume, remote environment handling multiple systems while maintaining a positive customer experience. The ideal candidate thrives in a fast-paced setting, demonstrates empathy, and can effectively resolve objections

Qualifications

• Bilingual proficiency in English and Spanish is required.
• High school diploma or equivalent is required.
• Minimum 6 months of experience in customer service or retention roles.
• Experience handling objections, conflict resolution, or account retention is preferred.
• Strong multitasking while navigating CRM and scheduling systems during live calls.
• Excellent verbal and written communication skills.
• Professional, empathetic, and persuasive communication style.
• Attention to detail and organizational skills.
• Ability to stay calm and solution-focused in high-volume situations.
• Self-motivation and comfort with remote work environment.
• Proficiency in Microsoft Office and CRM platforms.

Responsibilities

• Manage inbound and outbound calls for appointment rescheduling and account support.
• Assist customers with navigating installation processes and policies.
• Handle cancellations by addressing concerns and offering retention solutions.
• Document all customer interactions in CRM and scheduling platforms.
• Navigate multiple systems while maintaining a solution-focused conversation.
• De-escalate challenging situations with empathy and professionalism.
• Collaborate with internal teams and external partners for seamless service.
• Escalate complex issues with timely follow-up.
• Meet performance metrics for retention and service quality.
• Adhere to policies and confidentiality standards.
• Provide general Care Center support and perform other duties as assigned.

Skills

Bilingual English/Spanish

Excellent communication

Empathy

Conflict resolution

Multitasking

Remote work

Education

High school diploma or equivalent

Tools

CRM platforms

Microsoft Office

Scheduling systems

Job description

Smart Start, Inc. is seeking aRetention Program Advisor to engage with potential customers on appointment scheduling and account inquiries. The role involves using retention rebuttals to secure attendance at installation appointments or reschedule as needed.

You will work in a high-volume, remote environment handling multiple systems while maintaining a positive customer experience. The ideal candidate thrives in a fast-paced setting, demonstrates empathy, and can effectively resolve objections