Remote Bilingual Retention Specialist (EN/ES)

Smart Start, Inc.; South Boston (VA); Remote; USD 22,000 - 34,000; Full time

Benefits offered by this job

Health plan

401(k) with company match

Birthday & Anniversary bonus

Company discounts

Disability insurance

Remote work environment

Growth opportunities

Job summary

Smart Start, Inc. is seeking a Retention Program Advisor for a fully remote role in the Care Center.

You will handle appointment scheduling, address customer hesitations, and work to preserve revenue and relationships through effective retention strategies. The position requires bilingual English/Spanish proficiency, a high school diploma, and at least 6 months in customer service or retention-focused roles.

Qualifications

• Bilingual English/Spanish proficiency required; eligible 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, accurate information regarding policies and procedures.
• Professionally handle cancellation requests by identifying root concerns, addressing objections, and offering appropriate 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, professionalism, and sound judgment.
• 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.
• Adhere to company policies, procedures, and confidentiality standards.
• Provide general Care Center support and perform other duties as assigned.

Skills

Bilingual English/Spanish

Customer service

Multitasking

CRM navigation

Verbal and written communication

Education

High school diploma or equivalent

Tools

CRM platforms

Microsoft Office

Job description

Smart Start, Inc. is seeking a Retention Program Advisor for a fully remote role in the Care Center.

You will handle appointment scheduling, address customer hesitations, and work to preserve revenue and relationships through effective retention strategies. The position requires bilingual English/Spanish proficiency, a high school diploma, and at least 6 months in customer service or retention-focused roles.