Remote Bilingual Retention Specialist

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

Benefits offered by this job

Health plan

401(k) match

Birthday bonus

Company discounts

Disability insurance

Job summary

Smart Start, Inc. is seeking aRetention Program Advisor to engage with potential customers, schedule appointments, and address inquiries from a remote home office.

The role requires empathetic, solution-oriented communication and the ability to multitask across CRM and scheduling systems in a high-volume environment. The ideal candidate will be bilingual (English/Spanish), have at least 6 months in customer service, and possess strong written and verbal skills.

Qualifications

• Bilingual English/Spanish required.
• High school diploma or equivalent.
• Six months of customer service or call center experience.
• Experience with objections and retention preferred.
• Strong multitasking and CRM navigation during live calls.
• Excellent verbal and written communication.
• Remote work self-motivation.

Responsibilities

• Manage inbound and outbound calls for appointment scheduling and inquiries.
• Assist customers with installation process and policy details.
• Handle cancellations by addressing concerns and offering retention solutions.
• Document customer interactions accurately in CRM/scheduling systems.
• Navigate multiple systems while maintaining a solution-focused conversation.
• De-escalate issues with empathy and professionalism.
• Escalate complex issues and ensure timely follow-up.
• Meet retention and call-handling performance metrics.

Skills

Bilingual ENG/ESP

CRM proficiency

Verbal & written

Education

High school diploma

Tools

Microsoft Office

CRM platforms

Job description

Smart Start, Inc. is seeking aRetention Program Advisor to engage with potential customers, schedule appointments, and address inquiries from a remote home office.

The role requires empathetic, solution-oriented communication and the ability to multitask across CRM and scheduling systems in a high-volume environment. The ideal candidate will be bilingual (English/Spanish), have at least 6 months in customer service, and possess strong written and verbal skills.