Remote Bilingual Retention Specialist (English/Spanish)

Smart Start, Inc.; Richmond (VA); 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

Birthday & Anniversary bonus

Company discounts

Disability coverage

Growth opportunities

Job summary

Smart Start, Inc. is seeking a Retention Program Advisor for a fully remote role. You will handle appointment scheduling, answer inquiries, and use retention rebuttals to secure attendance or reschedule appointments.

The role requires empathetic, solution-oriented communication in a high-volume setting. Ideal candidates will be bilingual in English/Spanish and have at least 6 months in customer service or retention-focused roles, with strong CRM and multitasking skills.

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.
• Strong attention to detail and organizational skills.
• Ability to remain 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.

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

Multitasking

CRM navigation

Verbal communication

Education

High school diploma or equivalent

Tools

CRM platforms

Microsoft Office Suite

Job description

Smart Start, Inc. is seeking a Retention Program Advisor for a fully remote role. You will handle appointment scheduling, answer inquiries, and use retention rebuttals to secure attendance or reschedule appointments.

The role requires empathetic, solution-oriented communication in a high-volume setting. Ideal candidates will be bilingual in English/Spanish and have at least 6 months in customer service or retention-focused roles, with strong CRM and multitasking skills.