Remote Bilingual Retention Specialist (English/Spanish)

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

Benefits offered by this job

Health plan (medical, dental, vision)

401(k) with company match

Performance incentives

Remote work with equipment provided

Birthday & Anniversary bonus

Job summary

Smart Start, Inc. is seeking a Retention Program Advisor for a fully remote role supporting the Care Center. The position requires bilingual English/Spanish communication, strong customer-service skills, and the ability to manage high-volume calls, reschedule appointments, and preserve customer relationships.

You will work from home with provided equipment, enjoy incentives, healthcare, and a 401(k) plan. Opportunity to contribute to retention efforts, maintain accurate CRM records, and

Qualifications

• Bilingual English/Spanish proficiency required; qualifies for additional compensation.
• High school diploma or equivalent.
• 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.
• 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.

Skills

Bilingual English/Spanish

Multitasking

Verbal and written communication

Education

High school diploma or equivalent

Tools

Microsoft Office Suite

CRM platforms

Job description

Smart Start, Inc. is seeking a Retention Program Advisor for a fully remote role supporting the Care Center. The position requires bilingual English/Spanish communication, strong customer-service skills, and the ability to manage high-volume calls, reschedule appointments, and preserve customer relationships.

You will work from home with provided equipment, enjoy incentives, healthcare, and a 401(k) plan. Opportunity to contribute to retention efforts, maintain accurate CRM records, and