Remote Bilingual Retention Specialist (English/Spanish)

Smart Start, Inc.; Farmington (NM); À distance; USD 21 000 - 34 000; Plein temps

Avantages offerts par ce poste

Health plan including medical, dental,

Vision coverage

401(k) retirement plan with company-m,

Birthday & Anniversary bonus

Résumé du poste

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

You will use retention rebuttals to secure attendance or re-schedule, while preserving relationships and revenue in a high-volume environment. The role requires bilingual English/Spanish communication, a high school diploma, and at least 6 months in customer service or retention tasks.

Qualifications

• Bilingual English/Spanish required.
• High school diploma or equivalent.
• 6 months in customer service or retention roles.
• Experience handling objections preferred.
• Strong multitasking with live CRM systems.
• Excellent verbal and written communication.
• Remote work self-motivated and reliable.
• Proficiency in MS Office and CRM platforms.

Responsabilités

• Manage inbound and outbound calls for appointment rescheduling and inquiries.
• Assist customers with installation process questions and policies.
• Handle cancellations by addressing root concerns and offering retention options.
• Document all interactions accurately in CRM and scheduling tools.
• Navigate multiple systems while maintaining a solution-focused conversation.
• De-escalate challenging situations with empathy and professionalism.
• Collaborate with internal teams and partners to ensure service delivery.
• Escalate complex issues with timely follow-up.
• Meet performance metrics for retention and call quality.
• Adhere to policies and confidentiality standards.
• Provide general Care Center support as needed.

Connaissances

Bilingual English/Spanish

CRM navigation

Multitasking

Verbal & written comms

Formation

High school diploma

Outils

Microsoft Office

CRM platforms

Description du poste

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

You will use retention rebuttals to secure attendance or re-schedule, while preserving relationships and revenue in a high-volume environment. The role requires bilingual English/Spanish communication, a high school diploma, and at least 6 months in customer service or retention tasks.