Remote Bilingual Retention Specialist

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

Benefits offered by this job

Uncapped incentives

Health plan (medical, dental, vision)

401(k) matching

Retention bonuses

Discounts

Disability coverage

Work-life balance

Job summary

Smart Start, Inc. is seeking a Retention Program Advisor for a fully remote role supporting appointment scheduling and customer inquiries from a Care Center.

The ideal candidate will use retention rebuttals to secure attendance or reschedule, while maintaining a positive customer experience in a high-volume environment. The role requires bilingual English/Spanish communication, a high school diploma, and at least 6 months in customer service or retention roles.

Qualifications

• Bilingual English/Spanish proficiency required.
• High school diploma or equivalent required.
• Minimum 6 months of experience in customer service, call center, or retention-focused roles.
• Experience handling objections or account retention preferred.
• Strong multitasking across CRM and scheduling systems during live calls.
• Excellent verbal and written communication.
• Professional, empathetic and persuasive communication style.
• Self-motivated in a remote environment.

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.
• Handle cancellation requests by addressing objections and offering retention solutions.
• Maintain documentation of all customer interactions in CRM and scheduling platforms.
• Navigate multiple systems while maintaining a positive, solution-focused conversation.
• De-escalate challenging customer situations with empathy and professionalism.
• Collaborate with internal teams to ensure seamless service delivery.
• Escalate complex issues with timely follow-up.
• Meet performance metrics related to customer retention and call handling.
• Provide general Care Center support and perform other duties as assigned.

Skills

Bilingual English/Spanish

Customer service

Multitasking

CRM navigation

Education

High school diploma

Tools

CRM platforms

Microsoft Office Suite

Job description

Smart Start, Inc. is seeking a Retention Program Advisor for a fully remote role supporting appointment scheduling and customer inquiries from a Care Center.

The ideal candidate will use retention rebuttals to secure attendance or reschedule, while maintaining a positive customer experience in a high-volume environment. The role requires bilingual English/Spanish communication, a high school diploma, and at least 6 months in customer service or retention roles.