Bilingual Retention Program Advisor

Smart Start

. Engage with potential customers regarding appointment scheduling and account inquiries .

Posted 10/14/2026full-timeRemote • United StatesJuniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong bilingual communication skills in English and Spanish, with a focus on customer retention and conflict resolution. Proficient in managing customer interactions through CRM and scheduling systems while maintaining high service quality and performance metrics.

Highest-signal resume keywords

Bilingual English/Spanish ProficiencyCustomer Service ExperienceCRM Platform ProficiencyConflict Resolution SkillsMultitasking Abilities

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer ServiceCall Center ExperienceAccount ManagementRetention StrategiesConflict ResolutionAttention to DetailOrganizational SkillsPerformance MetricsMicrosoft Office Suite ProficiencyScheduling Systems

Soft Skills

Empathetic CommunicationPersuasive CommunicationSolution-Focused MindsetProfessionalismSelf-Motivation

Tools & Technologies

CRM PlatformsScheduling Platforms

Certifications & Qualifications

High School Diploma or Equivalent

Industry Keywords

Customer RetentionService QualityAppointment SchedulingInbound and Outbound CallsDe-Escalation Techniques

About the role

Key responsibilities & impact

Engage with potential customers regarding appointment scheduling and account inquiries
Proactively use retention rebuttals to address hesitation or barriers
Secure attendance at scheduled installation appointments or reschedule customers to another date, time, and/or service location
Manage inbound and outbound calls related to appointment rescheduling, service inquiries, and account support
Assist customers with navigating the installation process and provide accurate information on policies and procedures
Handle cancellation requests by identifying root concerns, addressing objections, and offering retention solutions
Document customer interactions in CRM and scheduling platforms
Navigate multiple systems simultaneously during live calls
De-escalate challenging customer situations with empathy and professionalism
Collaborate with internal teams and external partners to ensure seamless service delivery
Escalate complex issues and ensure timely follow-up
Meet performance metrics for customer retention, service quality, and call handling
Adhere to company policies, procedures, and confidentiality standards
Provide general Care Center support and perform other assigned duties

Requirements

What you’ll need

Bilingual English/Spanish proficiency required; qualifies for additional compensation
High school diploma or equivalent required
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 and 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
Ability to communicate verbally and hear
Ability to use hands and fingers to handle or feel objects, tools, or controls
Ability to occasionally stand, walk, sit, reach, climb or balance, stoop, kneel, crouch, or crawl
Ability to occasionally lift and/or move up to 25 pounds
Close, distance, color, and peripheral vision, with ability to adjust focus

Benefits

Comp & perks

Hourly-rate pay with uncapped, performance-based incentives
Comprehensive health plan including medical, dental, and vision coverage
401(k) retirement plan with generous company match
Birthday and Anniversary bonus
Company-wide discounts
Legal services
Short- and long-term disability
Work/life balance
Professional growth opportunities
Necessary equipment provided for the fully remote position
Hands-on work experience with industry-leading, innovative technology