Remote Bilingual Retention Specialist (English/Spanish)

Smart Start, Inc.; Pontotoc (MS); A distancia; USD 18.000 - 25.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health insurance

401(k) plan with company match

Birthday & Anniversary bonus

Discounts and discounts

Descripción de la vacante

Smart Start, Inc. is seeking a Retention Program Advisor to engage with potential customers, schedule installations, and resolve inquiries in a remote capacity. This role requires bilingual English/Spanish communication and the ability to manage multiple systems during high-volume calls.

You will use retention rebuttals to address hesitations, preserve customer relationships, and protect revenue. The position offers uncapped incentives, comprehensive benefits, and the flexibility of a remote

Formación

• Bilingual English/Spanish required; qualifies for additional compensation.
• High school diploma or equivalent.
• Minimum of 6 months in customer service, call center, or retention roles.
• Experience handling objections or conflict resolution preferred.
• Strong multitasking skills navigating CRM and scheduling systems during live calls.
• Excellent verbal and written communication.
• Professional, empathetic and persuasive communication style.
• Strong attention to detail and organizational skills.
• Ability to stay calm in high-volume or high-stress situations.
• Self-motivated and comfortable working remotely.
• Proficiency in Microsoft Office and CRM platforms.

Responsabilidades

• Handle inbound and outbound calls for appointment rescheduling and inquiries.
• Provide clear information on policies and installation steps.
• Address cancellations with root-cause analysis and retention options.
• Document all interactions in CRM and scheduling systems.
• Navigate multiple systems while remaining solution-focused.
• De-escalate difficult situations with empathy and sound judgment.
• 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, confidentiality and company standards.
• Support Care Center operations as needed.

Conocimientos

Bilingual English/Spanish

Multitasking

Verbal communication

Written communication

Empathy

Detail oriented

Conflict resolution

CRM navigation

Remote work

Microsoft Office

Educación

High school diploma or equivalent

Herramientas

CRM platforms

Microsoft Office Suite

Descripción del empleo

Smart Start, Inc. is seeking a Retention Program Advisor to engage with potential customers, schedule installations, and resolve inquiries in a remote capacity. This role requires bilingual English/Spanish communication and the ability to manage multiple systems during high-volume calls.

You will use retention rebuttals to address hesitations, preserve customer relationships, and protect revenue. The position offers uncapped incentives, comprehensive benefits, and the flexibility of a remote