Remote Bilingual Retention Specialist (English/Spanish)

Smart Start, Inc.; Beckley (WV); Remote; USD 21,000 - 30,000; Full time

Benefits offered by this job

Health plan (medical, dental, vision)

401(k) with company match

Uncapped incentives

Work-life balance

Job summary

Smart Start, Inc. is seeking a Remote Retention Program Advisor in the Care Center to handle appointment scheduling and account inquiries, using retention rebuttals to secure attendance or reschedule in a high-volume environment.

The role requires bilingual English/Spanish, a high school diploma, 6+ months in customer service, and proficiency with CRM and scheduling systems. Equipment is provided and performance incentives maximize earnings.

Qualifications

• Bilingual English/Spanish required; qualifies for additional compensation.
• High school diploma or equivalent.
• 6+ months in customer service, call center, or retention-focused roles.
• Experience navigating CRM and scheduling systems.

Responsibilities

• Manage inbound and outbound calls for appointment rescheduling and inquiries.
• Assist customers with installation process and policies.
• Handle cancellations with retention solutions.
• Document customer interactions in CRM and scheduling platforms.
• Navigate multiple systems during live calls.
• De-escalate challenging customer situations with empathy.
• Collaborate with internal teams and external partners.
• Escalate complex issues with timely follow-up.
• Meet performance metrics related to retention and service quality.
• Adhere to policies and confidentiality standards.
• Provide general Care Center support.

Skills

Bilingual (English/Spanish)

Strong multitasking

Excellent communication

Remote work self-motivation

Education

High school diploma or equivalent

Tools

CRM platforms

Microsoft Office Suite

Job description

Smart Start, Inc. is seeking a Remote Retention Program Advisor in the Care Center to handle appointment scheduling and account inquiries, using retention rebuttals to secure attendance or reschedule in a high-volume environment.

The role requires bilingual English/Spanish, a high school diploma, 6+ months in customer service, and proficiency with CRM and scheduling systems. Equipment is provided and performance incentives maximize earnings.