Remote Bilingual Retention Specialist (English/Spanish)

Smart Start, Inc.; Springfield (MO); Remote; USD 25,000 - 39,000; Full time

Benefits offered by this job

Uncapped incentives

Health coverage

401(k) matching

Remote work

Professional growth

Job summary

Smart Start, Inc. is seeking a Retention Program Advisor for a fully remote role in the Care Center.

You will engage with potential customers regarding appointment scheduling and account inquiries, using retention rebuttals to secure attendance or to reschedule as needed. The ideal candidate thrives in a high-volume call environment, is bilingual in English and Spanish, and can multitask across systems while maintaining a positive customer experience.

Qualifications

• Bilingual English/Spanish proficiency required.
• High school diploma or equivalent.
• Minimum 6 months in customer service or retention roles.
• Experience with objections and conflict resolution preferred.
• Ability to navigate CRM and scheduling systems during live calls.
• Excellent verbal and written communication.
• Empathetic, professional, and persuasive communication style.
• Detail-oriented with strong organizational skills.
• Self-motivated in a remote environment.
• Proficient with Microsoft Office and CRM platforms.

Responsibilities

• Manage inbound and outbound calls for appointment rescheduling and inquiries.
• Assist customers with installation process and policy information.
• Handle cancellations by addressing objections and offering retention solutions.
• Document all interactions in CRM and scheduling systems.
• Navigate multiple systems while maintaining a solution-focused conversation.
• De-escalate challenging situations with empathy and professionalism.
• Collaborate with internal teams to ensure seamless service delivery.
• Escalate complex issues with timely follow-up.
• Meet performance metrics related to customer retention and call handling.
• Adhere to company policies and confidentiality standards.
• Provide general Care Center support and other duties as assigned.

Skills

Bilingual English/Spanish

Customer service

Objection handling

Multitasking

Verbal & written communication

Attention to detail

Remote work comfort

Persuasive communication

Education

High school diploma or equivalent

Tools

CRM platforms

Microsoft Office

Job description

Smart Start, Inc. is seeking a Retention Program Advisor for a fully remote role in the Care Center.

You will engage with potential customers regarding appointment scheduling and account inquiries, using retention rebuttals to secure attendance or to reschedule as needed. The ideal candidate thrives in a high-volume call environment, is bilingual in English and Spanish, and can multitask across systems while maintaining a positive customer experience.