Remote Bilingual Retention Specialist

Smart Start, Inc.; Matthews (NC); Remote; USD 22,000 - 36,000; Full time

Benefits offered by this job

Uncapped incentives

Health plan: medical, dental, vision

401(k) with company match

Birthday & Anniversary bonus

Company discounts

Disability insurance

Work-life balance

Growth opportunities

Job summary

Smart Start, Inc. is seeking a Retention Program Advisor for a fully remote role. You will engage with potential customers regarding appointment scheduling and account inquiries, using retention rebuttals to secure attendance at installations or reschedule as needed.

The role requires handling high-volume calls with empathy and solution-oriented communication. The ideal candidate thrives in a fast-paced environment, can multitask across CRM and scheduling systems, and maintains a positive

Qualifications

• Bilingual English/Spanish required.
• High school diploma or equivalent.
• At least 6 months of experience in customer service, call center, account management, or retention-focused roles.
• Ability to navigate CRM and scheduling systems during live calls.
• Excellent verbal and written communication.

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 regarding policies and procedures.
• Professionally handle cancellation requests by identifying root concerns and offering retention solutions.
• Maintain detailed documentation of all customer interactions in CRM and scheduling platforms.
• De-escalate challenging customer situations with empathy and professionalism.
• Escalate complex issues appropriately while ensuring timely follow-up.

Skills

Bilingual English/Spanish

Verbal and written communication

Customer service

Remote work ability

Attention to detail

Education

High school diploma or equivalent

Tools

CRM platforms

Microsoft Office

Job description

Smart Start, Inc. is seeking a Retention Program Advisor for a fully remote role. You will engage with potential customers regarding appointment scheduling and account inquiries, using retention rebuttals to secure attendance at installations or reschedule as needed.

The role requires handling high-volume calls with empathy and solution-oriented communication. The ideal candidate thrives in a fast-paced environment, can multitask across CRM and scheduling systems, and maintains a positive