Remote Bilingual Retention Specialist

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

Benefits offered by this job

Health plan

401(k) match

Performance incentives

Birthday/Anniversary bonus

Discounts

Disability insurance

Growth opportunities

Job summary

Smart Start, Inc. is seeking a Remote Retention Program Advisor for our Care Center. You will handle inbound/outbound calls to schedule installations, resolve objections, and maintain CRM records to preserve customer relationships.

The role requires 6 months in customer service or retention, a high school diploma, and the ability to work in a busy remote environment with uncapped incentives and benefits. Primarily Monday–Friday hours are offered.

Qualifications

• Bilingual English/Spanish required; additional compensation applies.
• High school diploma or equivalent required.
• Minimum 6 months in customer service, call center, or retention roles preferred.
• Experience handling objections, conflict resolution, or account retention preferred.
• Strong multitasking skills across CRM and scheduling systems during live calls.
• Excellent verbal and written communication skills.
• Empathetic, professional and persuasive communication style.
• Detail-oriented and well-organized; able to stay calm under pressure.
• Remote-friendly and self-motivated.
• Proficiency in Microsoft Office and CRM platforms.

Responsibilities

• Manage inbound and outbound calls related to appointment rescheduling and service inquiries.
• Assist customers with navigating installation processes and policies.
• Handle cancellations by addressing root concerns and offering retention solutions.
• Document all interactions accurately in CRM and scheduling systems.
• Navigate multiple systems simultaneously while maintaining constructive conversations.
• De-escalate challenging situations with empathy and sound judgment.
• Collaborate with internal teams and external partners to ensure service delivery.
• Escalate complex issues with timely follow-up.
• Meet performance metrics on retention and call handling standards.
• Adhere to policies, procedures and confidentiality.
• Provide general Care Center support and other duties as assigned.

Skills

Bilingual English/Spanish

Multitasking

Verbal and written communication

Empathy and customer service

Education

High school diploma or equivalent

Tools

CRM platforms

Microsoft Office Suite

Job description

Smart Start, Inc. is seeking a Remote Retention Program Advisor for our Care Center. You will handle inbound/outbound calls to schedule installations, resolve objections, and maintain CRM records to preserve customer relationships.

The role requires 6 months in customer service or retention, a high school diploma, and the ability to work in a busy remote environment with uncapped incentives and benefits. Primarily Monday–Friday hours are offered.