Remote Bilingual Retention Specialist - English/Spanish

Smart Start, Inc.; Conroe (TX); Remote; USD 21,000 - 34,000; Full time

Benefits offered by this job

Health plan (medical, dental, vision)

401(k) with company match

Birthday & Anniversary bonus

Discounts

Disability benefits

Work-life balance and growth

Job summary

Smart Start, Inc. is seeking a Retention Program Advisor to engage with potential customers regarding appointment scheduling and account inquiries.

The role focuses on using retention rebuttals to secure attendance at installations and reschedule as needed, while maintaining a positive customer experience in a high-volume environment. This remote position offers uncapped performance incentives, a comprehensive health plan including medical, dental, and vision, and a 401(k) retirement plan with

Qualifications

• Bilingual English/Spanish proficiency 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.
• 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

Multitasking

Verbal and written communication

Self-motivated

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.

The role focuses on using retention rebuttals to secure attendance at installations and reschedule as needed, while maintaining a positive customer experience in a high-volume environment. This remote position offers uncapped performance incentives, a comprehensive health plan including medical, dental, and vision, and a 401(k) retirement plan with