Remote Bilingual Retention Specialist (English/Spanish)

Smart Start, Inc.; Wheeling (WV); Teletrabalho; USD 19 000 - 33 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Performance incentives

Health plan (medical, dental, vision)

401(k) with company match

Birthday & Anniversary bonuses

Discount programs

Legal services

Disability benefits

Work-life balance

Professional growth

Industry-leading technology

Resumo da oferta

Smart Start, Inc. is seeking a Retention Program Advisor to engage with potential customers regarding appointment scheduling and account inquiries. You will use retention rebuttals to address hesitations, secure attendance at installations, or reschedule to different dates, times, or locations.

In a high-volume remote environment, you will multitask across systems while maintaining a positive customer experience and protecting revenue for the company.

Qualificações

• Bilingual English/Spanish proficiency required; qualifies for additional compensation.
• High school diploma or equivalent.
• Minimum 6 months in customer service, call center, account management, or retention-focused roles.
• Experience handling objections, conflict resolution, or account retention preferred.
• Strong multitasking skills navigating 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.

Responsabilidades

• Handle inbound and outbound calls for appointment rescheduling and service inquiries.
• Assist customers with installation process information and policies.
• Address cancellation requests by identifying root concerns and offering retention solutions.
• Document all customer interactions in CRM and scheduling platforms.
• Navigate multiple systems during calls while maintaining a positive conversation.
• De-escalate challenging customer situations with empathy and judgment.
• Collaborate with internal teams and partners to ensure service delivery.
• Escalate complex issues with timely follow-up.
• Meet performance metrics for retention, service quality, and call handling.
• Adhere to company policies and confidentiality standards.
• Provide general Care Center support and perform other duties as assigned.

Conhecimentos

Bilingual English/Spanish

Multitasking

Verbal & written communication

Empathetic communication

Attention to detail

Remote work motivation

CRM navigation

Microsoft Office

Formação académica

High school diploma or equivalent

Ferramentas

CRM platforms

Microsoft Office

Descrição da oferta de emprego

Smart Start, Inc. is seeking a Retention Program Advisor to engage with potential customers regarding appointment scheduling and account inquiries. You will use retention rebuttals to address hesitations, secure attendance at installations, or reschedule to different dates, times, or locations.

In a high-volume remote environment, you will multitask across systems while maintaining a positive customer experience and protecting revenue for the company.