Remote Bilingual Retention Specialist (English/Spanish)

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

Benefits offered by this job

Health plan (medical, dental, vision)

401(k) with company match

Birthday & Anniversary bonus

Company discounts and disability cover

Professional growth and work-life bal

Job summary

Smart Start, Inc. is seeking a Retention Program Advisor to engage with customers via outbound and inbound calls, focusing on appointment scheduling and retention.

You will use retention rebuttals to address hesitations and secure attendance or reschedule to optimize revenue while preserving client relationships. The ideal candidate thrives in a high-volume call environment, multitasks across systems, and maintains a positive customer experience.

Qualifications

• Bilingual English/Spanish proficiency required; additional compensation.
• High school diploma or equivalent.
• 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; able to navigate CRM and scheduling systems during live calls.
• Excellent verbal and written communication skills.
• Professional, empathetic, and persuasive communication style.
• Proficiency in Microsoft Office and CRM platforms.

Responsibilities

• Manage inbound and outbound calls related to appointment rescheduling and service inquiries.
• Assist customers with navigating their installation process and provide clear information on policies.
• 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 and call handling standards.
• Adhere to company policies and confidentiality standards.
• Provide general Care Center support as assigned.

Skills

Bilingual English/Spanish

Multitasking

Verbal and written communication

Remote work capable

Self-motivated

CRM familiarity

Microsoft Office

Education

High school diploma or equivalent

Tools

CRM platforms

Microsoft Office Suite

Job description

Smart Start, Inc. is seeking a Retention Program Advisor to engage with customers via outbound and inbound calls, focusing on appointment scheduling and retention.

You will use retention rebuttals to address hesitations and secure attendance or reschedule to optimize revenue while preserving client relationships. The ideal candidate thrives in a high-volume call environment, multitasks across systems, and maintains a positive customer experience.