Remote Bilingual Retention Specialist (EN/ES)

Smart Start, Inc.; Chester (VA); Remote; USD 21,000 - 34,000; Full time

Benefits offered by this job

Remote position

Equipment provided

Health plan

Job summary

Smart Start, Inc. is seeking a Remote Retention Program Advisor to handle appointment scheduling, inquiries, and account support.

The role emphasizes using retention rebuttals to secure attendance or reschedule visits, while maintaining a positive customer experience in a high-volume environment. The ideal candidate will be bilingual (English/Spanish), have at least 6 months in customer service, and be adept at navigating CRM and scheduling systems while delivering empathetic, solution-focused

Qualifications

• Bilingual English/Spanish proficiency required.
• High school diploma or equivalent.
• 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.

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, accurate information regarding policies and procedures.
• Professionally handle cancellation requests by identifying root concerns, addressing objections, and offering appropriate retention solutions.
• Maintain detailed documentation of all customer interactions in CRM and scheduling platforms.
• Meet established performance metrics related to customer retention and call handling standards.

Skills

Bilingual English/Spanish

Customer service

Multi-tasking

CRM navigation

Verbal communication

Written communication

Phone support

Education

High school diploma or equivalent

Tools

CRM platforms

Microsoft Office

Job description

Smart Start, Inc. is seeking a Remote Retention Program Advisor to handle appointment scheduling, inquiries, and account support.

The role emphasizes using retention rebuttals to secure attendance or reschedule visits, while maintaining a positive customer experience in a high-volume environment. The ideal candidate will be bilingual (English/Spanish), have at least 6 months in customer service, and be adept at navigating CRM and scheduling systems while delivering empathetic, solution-focused