Remote Bilingual Retention Specialist (EN/ES)

Smart Start, Inc.; Miami (FL); Remote; USD 32,000 - 48,000; Full time

Benefits offered by this job

Health plan including medical, dental,

Vision coverage

401(k) with company match

Performance incentives (uncapped)

Birthday & Anniversary bonus

Company discounts

Disability coverage

Work-life balance

Growth opportunities

Job summary

Smart Start, Inc. is hiring a Remote Retention Program Advisor to engage potential customers, schedule installation appointments, and handle account inquiries. The role focuses on retention rebuttals, customer empathy, and safeguarding revenue while upholding the company’s reputation.

The position requires a high school diploma, 6 months in customer service or retention, and proficiency with CRM tools. Work remotely from anywhere in the US with competitive incentives and benefits.

Qualifications

• Bilingual English/Spanish required.
• High school diploma or equivalent.
• Minimum 6 months in customer service or retention roles.
• Experience handling objections and conflicts preferred.
• Proficient with CRM and scheduling systems.

Responsibilities

• Manage inbound and outbound calls for appointment scheduling and account support.
• Assist customers with installation process and company policies.
• Handle cancellation requests by identifying concerns and offering retention options.
• Document all interactions in CRM and scheduling platforms.
• Navigate multiple systems during live calls with a positive tone.
• De-escalate difficult situations with empathy and professionalism.
• Collaborate with internal teams and external partners for service delivery.
• Escalate complex issues and ensure timely follow-up.
• Meet metrics related to retention and call quality.
• Adhere to policies, confidentiality, and duties as assigned.

Skills

Bilingual English/Spanish

Customer service

Strong communication

Remote work capable

Self-motivated

Education

High school diploma or equivalent

Tools

CRM platforms

Microsoft Office

Scheduling systems

Job description

Smart Start, Inc. is hiring a Remote Retention Program Advisor to engage potential customers, schedule installation appointments, and handle account inquiries. The role focuses on retention rebuttals, customer empathy, and safeguarding revenue while upholding the company’s reputation.

The position requires a high school diploma, 6 months in customer service or retention, and proficiency with CRM tools. Work remotely from anywhere in the US with competitive incentives and benefits.