Remote Bilingual Retention Specialist (English/Spanish)

Smart Start, Inc.; Pittsburgh (Allegheny County); Remote; USD 25,000 - 33,000; Full time

Benefits offered by this job

Uncapped incentives

Health plan

401(k) match

Birthday bonus

Company discounts

Disability coverage

Growth opportunities

Job summary

Smart Start, Inc. in the United States is seeking a Retention Program Advisor to engage with potential customers, handle appointment scheduling, and resolve account inquiries.

You will use retention rebuttals to secure attendance at scheduled installations or reschedule to a different date, time, or location, delivering empathetic and solution-oriented support. In a high-volume environment, you will multitask across CRM and scheduling systems, de-escalate issues with empathy, and collaborate

Qualifications

• Bilingual (English/Spanish) proficiency required; qualifies for additional compensation.
• High school diploma or equivalent required.
• 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 with the ability to 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.
• Self-motivated and comfortable working in a remote environment.

Responsibilities

• Manage inbound and outbound calls related to appointment rescheduling, service inquiries, and account support.
• Assist customers with navigating their installation process and provide clear, accurate information regarding policies and procedures.
• Professionally handle cancellation requests by identifying root concerns, addressing objections, and offering appropriate retention solutions.
• Maintain detailed and accurate documentation of 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, professionalism, and sound judgment.
• Collaborate with internal teams and external partners to ensure seamless service delivery.
• Escalate complex issues appropriately while ensuring timely follow-up.
• Meet established performance metrics related to customer retention, service quality, and call handling standards.
• Adhere to company policies, procedures, and confidentiality standards.
• Provide general Care Center support and perform other duties as assigned.

Skills

Bilingual English/Spanish

CRM systems

Communication skills

Multitasking

Remote work

Microsoft Office

Education

High school diploma or equivalent

Tools

CRM platforms

Scheduling software

Microsoft Office

Job description

Smart Start, Inc. in the United States is seeking a Retention Program Advisor to engage with potential customers, handle appointment scheduling, and resolve account inquiries.

You will use retention rebuttals to secure attendance at scheduled installations or reschedule to a different date, time, or location, delivering empathetic and solution-oriented support. In a high-volume environment, you will multitask across CRM and scheduling systems, de-escalate issues with empathy, and collaborate