Remote Bilingual Retention Specialist (English/Spanish)

Smart Start, Inc.; Stafford (TX); Remote; USD 21,000 - 32,000; Full time

Benefits offered by this job

Remote work

Equipment provided

Health plan

401(k) match

Incentives

Job summary

Smart Start, Inc. is seeking a Retention Program Advisor for a fully remote position. You will handle inbound/outbound calls to reschedule installations and address inquiries, using retention rebuttals to preserve attendance and revenue. Strong English/Spanish communication and CRM navigation are essential.

Ideal candidates have at least 6 months in customer service or retention, and can multitask across systems while delivering empathetic, solution-focused support in a high-volume environment.

Qualifications

• Bilingual English/Spanish required; additional compensation.
• High school diploma or equivalent is required.
• Minimum 6 months in customer service, call center, account management, or retention-focused roles.
• Experience handling objections or retention is preferred.
• Strong multitasking across CRM and scheduling systems during live calls.

Responsibilities

• Manage inbound and outbound calls for appointment rescheduling and inquiries.
• Assist customers with installation process and policies.
• Handle cancellations by addressing concerns and offering retention solutions.
• Document all interactions in CRM/scheduling platforms.
• Navigate multiple systems while maintaining a positive conversation.
• De-escalate issues with empathy and professionalism.
• Collaborate with internal/external teams for seamless service.
• Escalate complex issues with timely follow-up.
• Meet performance metrics for retention and service quality.
• Adhere to policies and confidentiality standards.
• Provide general Care Center support.

Skills

Bilingual English/Spanish

Customer service

Call center

Retention

CRM navigation

Multitasking

Communication

Scheduling systems

Education

High school diploma or equivalent

Tools

CRM platforms

Scheduling systems

Job description

Smart Start, Inc. is seeking a Retention Program Advisor for a fully remote position. You will handle inbound/outbound calls to reschedule installations and address inquiries, using retention rebuttals to preserve attendance and revenue. Strong English/Spanish communication and CRM navigation are essential.

Ideal candidates have at least 6 months in customer service or retention, and can multitask across systems while delivering empathetic, solution-focused support in a high-volume environment.