Remote Bilingual Retention Specialist

Smart Start, Inc.; Sevierville (TN); Remote; USD 25,000 - 39,000; Full time

Benefits offered by this job

Uncapped incentives

Health plan (medical, dental, vision)

401(k) match

Job summary

Smart Start, Inc. is seeking a Remote Retention Program Advisor to engage with potential customers about appointment scheduling and account inquiries.

You will use retention rebuttals to secure attendance at scheduled installations or reschedule as needed, ensuring a positive customer experience in a high-volume environment. The role emphasizes empathetic, solution-oriented communication, cross-system multitasking, and collaboration with internal and external teams to protect revenue and uphold

Qualifications

• Bilingual (English/Spanish) proficiency required; qualifies for additional compensation.
• High school diploma or equivalent required.
• Minimum of 6 months of experience in customer service, call center, account management, or retention-focused roles.
• Experience handling objections, conflict resolution, or account retention preferred.
• Strong multitasking skills with the ability to navigate CRM and scheduling systems during live calls.
• Excellent verbal and written communication skills.
• Professional, empathetic, and persuasive communication style.
• Strong attention to detail and organizational skills.
• Ability to remain calm and solution-focused in high-volume or high-stress situations.
• Self-motivated and comfortable working in a remote environment.
• Proficiency in Microsoft Office Suite and CRM platforms.

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, addressing objections, and offering retention solutions.
• Maintain detailed and accurate documentation of all customer interactions in CRM and scheduling platforms.
• Navigate multiple systems simultaneously while maintaining a positive, solution-focused conversation.
• De-escalate challenging customer situations with empathy and professionalism.
• Collaborate with internal teams and external partners to ensure seamless service delivery.
• Escalate complex issues appropriately while ensuring timely follow-up.
• Meet established performance metrics related to customer retention, service quality, and call handling standards.

Skills

Bilingual EN/ES

CRM proficiency

Verbal communication

Written communication

Remote work

Education

High school Diploma

Tools

CRM platforms

Job description

Smart Start, Inc. is seeking a Remote Retention Program Advisor to engage with potential customers about appointment scheduling and account inquiries.

You will use retention rebuttals to secure attendance at scheduled installations or reschedule as needed, ensuring a positive customer experience in a high-volume environment. The role emphasizes empathetic, solution-oriented communication, cross-system multitasking, and collaboration with internal and external teams to protect revenue and uphold