Remote Bilingual Retention Specialist (English/Spanish)

Smart Start, Inc.; Collierville (TN); Remote; USD 25,000 - 41,000; Full time

Benefits offered by this job

Hourly incentives

Health plan

401(k) match

Birthday bonus

Discounts

Legal services

Disability insurance

Work-life balance

Growth opportunities

Industry-leading tech

Job summary

Smart Start, Inc. is seeking a Retention Program Advisor to engage with potential customers regarding appointment scheduling and account inquiries. You will use retention rebuttals to overcome hesitations, aiming to secure attendance at installation appointments or reschedule as needed.

The role requires empathy, professionalism, and the ability to multitask across systems in a high-volume environment. The position emphasizes outbound and inbound call handling, documentation in CRM, and

Qualifications

• Bilingual proficiency in English/Spanish required.
• High school diploma or equivalent.
• Minimum 6 months of customer service, call center, or retention experience.
• Experience handling objections or account retention preferred.
• Strong multitasking skills navigating CRM and scheduling systems during live calls.
• Excellent verbal and written communication skills.
• Professional, empathetic and persuasive communication style.
• Attention to detail and strong organizational skills.
• Ability to stay calm and solution-focused in high-volume situations.
• Self-motivated and comfortable working remotely.
• Proficiency in Microsoft Office and CRM platforms.

Responsibilities

• Manage inbound and outbound calls for appointment rescheduling and service inquiries.
• Assist customers with navigating their installation process and policies.
• Handle cancellations by identifying root concerns and offering retention solutions.
• Document all customer interactions in CRM and scheduling platforms.
• Navigate multiple systems simultaneously while maintaining a positive conversation.
• De-escalate challenging situations with empathy and professional judgment.
• Collaborate with internal teams and external partners for seamless service delivery.
• Escalate complex issues and ensure timely follow-up.
• Meet performance metrics for customer retention and call quality.
• Adhere to company policies and confidentiality standards.
• Provide general Care Center support and other duties as assigned.

Skills

Bilingual English/Spanish

CRM proficiency

Multitasking

Communication skills

Remote work

Microsoft Office

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. You will use retention rebuttals to overcome hesitations, aiming to secure attendance at installation appointments or reschedule as needed.

The role requires empathy, professionalism, and the ability to multitask across systems in a high-volume environment. The position emphasizes outbound and inbound call handling, documentation in CRM, and