Remote Bilingual Retention Specialist (EN/ES)

Smart Start, Inc.; Greenville (SC); Remote; USD 19,000 - 33,000; Full time

Benefits offered by this job

Uncapped incentives

Health plan

401(k) match

Birthday & Anniversary bonus

Company discounts

Disability coverage

Growth opportunities

Job summary

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

The advisor uses retention rebuttals to address hesitations and secure attendance at installation appointments or reschedule as needed, all from a remote work setting. The ideal candidate thrives in a high-volume call environment, communicates empathetically, and maintains accurate CRM documentation while protecting revenue and upholding the

Qualifications

• Bilingual English/Spanish is required.
• High school diploma or equivalent required.
• Minimum of 6 months in customer service, call center, or retention roles.
• Experience handling objections or retention preferred.
• Strong multitasking with CRM/scheduling systems during live calls.
• Excellent verbal and written communication skills.
• Professional, empathetic and persuasive communication style.
• Detail-oriented and organized.
• Calm and solution-focused in high-volume environments.
• Remote work experience is a plus.

Responsibilities

• Manage inbound and outbound calls for appointment rescheduling and inquiries.
• Assist customers with navigation of installation process and policy explanations.
• Handle cancellations by addressing root concerns and retention options.
• Document all interactions in CRM and scheduling platforms.
• Navigate multiple systems while maintaining a positive conversation.
• De-escalate challenging situations with empathy and professionalism.
• Collaborate with internal teams and external partners for seamless service.
• Escalate complex issues with timely follow-up.
• Meet performance metrics for retention and service quality.
• Adhere to policies, confidentiality, and duties as assigned.

Skills

Bilingual English/Spanish

Multitasking

Communication

Customer service

Education

High school diploma or equivalent

Tools

CRM platforms

Microsoft Office

Job description

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

The advisor uses retention rebuttals to address hesitations and secure attendance at installation appointments or reschedule as needed, all from a remote work setting. The ideal candidate thrives in a high-volume call environment, communicates empathetically, and maintains accurate CRM documentation while protecting revenue and upholding the