Remote Bilingual Retention Specialist (English/Spanish)

Smart Start, Inc.; Fort Worth (TX); Remote; USD 21,000 - 30,000; Full time

Benefits offered by this job

Health plan

401(k) match

Performance incentives

Employee discounts

Disability coverage

Job summary

Smart Start, Inc. is seeking a Retention Program Advisor in a fully remote capacity. The role focuses on scheduling, account inquiries, and retention strategies to protect revenue and customer relationships.

You will work in a high-volume environment, using empathetic communication to secure appointments and reschedule when needed. The ideal candidate has bilingual English/Spanish skills, a high school diploma, and at least 6 months in a customer-facing role.

Qualifications

• Bilingual English/Spanish required; allows for supplemental compensation.
• High school diploma or equivalent required.
• Minimum 6 months in customer service, call center, or retention roles.
• Experience with objections, conflict resolution, or account retention preferred.
• Strong multitasking with CRM and scheduling systems; good communication.

Responsibilities

• Manage inbound and outbound calls for appointment rescheduling and inquiries.
• Provide clear information on policies; guide customers through process.
• Handle cancellations by addressing concerns and offering retention options.
• Document all interactions accurately in CRM and scheduling systems.
• Navigate multiple systems while maintaining solution-focused conversations.
• De-escalate challenging customer situations with empathy and judgment.
• Collaborate with internal teams and partners to ensure service delivery.
• Escalate complex issues and ensure timely follow-up.
• Meet performance metrics for retention and call quality.
• Adhere to policies and confidentiality; provide general Care Center support.

Skills

Bilingual English/Spanish

Customer service

Multitasking

Remote work

Education

High school diploma or equivalent

Tools

CRM platforms

Microsoft Office

Job description

Smart Start, Inc. is seeking a Retention Program Advisor in a fully remote capacity. The role focuses on scheduling, account inquiries, and retention strategies to protect revenue and customer relationships.

You will work in a high-volume environment, using empathetic communication to secure appointments and reschedule when needed. The ideal candidate has bilingual English/Spanish skills, a high school diploma, and at least 6 months in a customer-facing role.