Remote Bilingual Retention Specialist (English/Spanish)

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

Benefits offered by this job

Uncapped incentives

Health plan

401(k) match

Growth opportunities

Job summary

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

You will use retention rebuttals to address hesitations and secure attendance at installations or reschedule as needed, delivering empathetic, solution-oriented support in a high-volume call environment. The role emphasizes bilingual communication, professionalism, and the ability to navigate multiple CRM and scheduling systems while

Qualifications

• Bilingual English/Spanish required; assists with compensation opportunities.
• High school diploma or equivalent required.
• Minimum 6 months of experience in customer service, call center, or retention roles.

Responsibilities

• Manage inbound and outbound calls for appointment rescheduling and account support.
• Assist customers with installation process information and policies.
• Handle cancellations by addressing root concerns and offering retention solutions.
• Document all customer interactions in CRM and scheduling systems.
• Navigate multiple systems while maintaining a positive, solution-focused conversation.
• De-escalate challenging situations with empathy and professionalism.
• Coordinate with internal teams and external partners to ensure seamless service.
• Escalate complex issues and ensure timely follow-up.
• Meet performance metrics related to retention and call handling.

Skills

Bilingual English/Spanish

Multitasking

CRM proficiency

Excellent communication

Education

High school diploma

Tools

CRM platforms

Microsoft Office

Job description

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

You will use retention rebuttals to address hesitations and secure attendance at installations or reschedule as needed, delivering empathetic, solution-oriented support in a high-volume call environment. The role emphasizes bilingual communication, professionalism, and the ability to navigate multiple CRM and scheduling systems while