Remote Bilingual Retention Specialist (English/Spanish)

Smart Start, Inc.; Manteo (NC); A distancia; USD 22.000 - 32.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health plan

401(k) retirement plan

Performance incentives

Birthday & Anniversary bonus

Company discounts

Disability insurance

Descripción de la vacante

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

You will use retention rebuttals to secure attendance at installations or reschedule to a different date/time/location, while maintaining a positive customer experience. The role thrives in a high-volume call environment, requiring empathy, professionalism, and the ability to multitask across systems.

Formación

• Bilingual English/Spanish required; may qualify for additional compensation.
• High school diploma or equivalent required.
• Minimum 6 months in customer service, call center, account management, or retention-focused roles.
• Experience handling objections, conflict resolution, or account retention preferred.
• Strong multitasking skills; 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 stay 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.

Responsabilidades

• Manage inbound and outbound calls related to appointment rescheduling, service inquiries, and account support.
• Assist customers with navigating their installation process and provide clear information on policies.
• Handle cancellation requests 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, 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 appropriately with timely follow-up.
• Meet performance metrics related to customer retention and call handling standards.
• Adhere to company policies, procedures, and confidentiality standards.
• Provide general Care Center support and perform other duties as assigned.

Conocimientos

Bilingual English/Spanish

Multitasking

Verbal and written communication

CRM navigation

Microsoft Office

Customer service

Educación

High school diploma or equivalent

Herramientas

CRM systems

Microsoft Office Suite

Descripción del empleo

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

You will use retention rebuttals to secure attendance at installations or reschedule to a different date/time/location, while maintaining a positive customer experience. The role thrives in a high-volume call environment, requiring empathy, professionalism, and the ability to multitask across systems.