Remote Bilingual Retention Specialist (English/Spanish)

Smart Start, Inc.; Charlotte (NC); Remote; USD 22,000 - 33,000; Full time

Benefits offered by this job

Uncapped incentives

Health plan

401(k) match

Birthday bonus

Company discounts

Disability coverage

Job summary

Smart Start, Inc. is seeking a Retention Program Advisor to handle appointment scheduling and account inquiries in a fully remote role. You will use retention rebuttals to secure attendance at installations or reschedule customers, maintaining positive relationships and protecting revenue.

The ideal candidate thrives in a high-volume setting, multitasks across systems, and delivers empathetic, solution-oriented service to customers.

Qualifications

• Bilingual English/Spanish required; qualifies 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.

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 information regarding policies and procedures.
• Professionally handle cancellation requests by identifying root concerns and offering retention solutions.
• Maintain detailed documentation of all customer interactions in CRM and scheduling platforms.
• Navigate multiple systems while maintaining a solution-focused conversation.
• De-escalate challenging customer situations with empathy and professionalism.
• Collaborate with internal teams and external partners to ensure seamless service delivery.
• Escalate complex issues with timely follow-up.
• Meet performance metrics related to customer retention, service quality, and call handling standards.
• Adhere to company policies and confidentiality standards.

Skills

Bilingual English/Spanish

CRM platforms

Education

High school diploma

Tools

CRM platforms

Scheduling systems

Job description

Smart Start, Inc. is seeking a Retention Program Advisor to handle appointment scheduling and account inquiries in a fully remote role. You will use retention rebuttals to secure attendance at installations or reschedule customers, maintaining positive relationships and protecting revenue.

The ideal candidate thrives in a high-volume setting, multitasks across systems, and delivers empathetic, solution-oriented service to customers.