Customer Retention Specialist

One Conversation Can Inspire Years Of Subscriber Loyalty And Trust Our client is a North American sales and customer experience solutions provider specializing in customer acquisition, retention, and revenue growth. They combine human expertise, AI-powered technology, and data-driven strategies to help businesses strengthen customer relationships and maximize customer lifetime value. Their services encompass outbound sales, subscription renewals, customer win-back campaigns, lead generation, and personalized customer engagement. Through performance analytics, innovative sales solutions, and customer-focused strategies, our client helps brands improve conversion rates, increase subscriber loyalty, and achieve sustainable business growth across competitive markets.

About the Role
Make your sales ambition essential to the future of digital journalism. Pursue a Customer Retention Specialist opportunity where subscriber loyalty supports sustainable revenue and stronger media communities. Contribute to a North American customer experience provider combining human expertise, AI technology, and performance insights. Through Emapta, gain international sales exposure, strengthen your professional credentials, and grow alongside top 1% talent worldwide. Job Overview
- Employment type: Indefinite-Term Type Contract
- Shift: Day Shift | Monday-Friday, 10:00 AM-6:00 PM ET | Weekends Off
- Work setup: Work From Home/Remote Exciting Perks Await
- Competitive salary designed for top-tier talent
- Full compliance with Dominican statutory benefits, including 13th-month pay (Christmas bonus), paid annual vacation and public holidays, and social security contributions covering health insurance, pension (AFP), and occupational risk insurance.
- Sick leave and disability coverage through Social Security
- Career growth opportunities with global exposure
- Exposure to international clients and global best practices
- Learning and development support (courses, certifications, upskilling) through Emapta Academy (Want to know more? Visit: https://emapta.com/training-calendar/ ) The Qualifications We Seek Preferred Experience
- 1 to 3 years of experience in outbound sales, telesales, retention or renewal sales, subscription sales, win-back campaigns, B2C sales, door-to-door or field sales, high-volume call center sales, collections with a strong sales or retention component, or customer service roles with significant upselling or cross-selling responsibilities. Required Skills & Competencies
- Strong outbound sales and customer retention skills.
- Demonstrated resilience, persistence, and confidence in handling rejection.
- Results-oriented mindset with strong determination to achieve sales targets.
- Excellent verbal communication and conversational skills.
- Ability to establish rapport quickly and maintain productive customer relationships.
- Strong probing, discovery, and active listening skills.
- Ability to overcome objections, communicate product value effectively, and confidently close sales.
- Confidence in a commission-driven, KPI-focused sales environment.
- Ability to handle difficult customer conversations professionally.
- Strong attention to detail and accuracy in documenting customer interactions and outcomes.
- Ability to follow established call flows, approved offers, processes, and business rules.
- Openness to coaching and willingness to apply feedback from call monitoring and calibration sessions.
- Ability to balance sales persistence with a positive customer experience. What We Are Looking For
- Hunter mindset with the confidence to initiate conversations, handle rejection, identify sales opportunities, and close deals.
- Experience in demanding outbound sales environments, including telesales, direct sales, field sales, or door-to-door sales.
- Strong resilience and persistence in high-volume sales environments.
- Ability to establish rapport quickly and sustain meaningful customer conversations.
- Confidence in pursuing conversion targets and achieving measurable sales outcomes. Your Daily Tasks Outbound Retention & Renewal Sales
- Conduct high-volume outbound calls to existing and former digital subscribers.
- Engage customers who approach renewal, are within a grace period, face cancellation risks, have past-due payments, or have previously cancelled their subscriptions.
- Establish rapport quickly, assess each customer's situation, and communicate the value of the service.
- Identify reasons for cancellation, non-renewal, or non-payment through effective probing and discovery questions.
- Highlight the value of digital news, sports, local journalism, newsletters, digital access, and other subscription benefits based on customer interests.
- Address objections related to price, value, payment, cancellation, or lack of use.
- Present approved retention, renewal, and win-back offers in the appropriate sequence.
- Apply a confident, assumptive, and respectful sales approach to close transactions when customers demonstrate purchase intent.
- Complete renewal and payment transactions accurately upon customer acceptance.
- Maintain a retention-focused approach beyond the resolution of immediate payment concerns. Sales & Customer Experience
- Communicate naturally and conversationally without excessive reliance on scripts.
- Establish rapport quickly with customers.
- Apply effective active listening and probing techniques.
- Identify customer needs, interests, and objections.
- Communicate product value clearly before the presentation of price-based offers.
- Demonstrate persistence while maintaining professionalism and sensitivity to the customer experience.
- Handle rejection and difficult conversations while maintaining sales momentum.
- Recognize purchase signals and transition confidently toward the sale.
- Request the sale and payment when appropriate.
- Personalize conversations based on each customer's circumstances.
- Provide accurate information about billing, rates, offers, and subscription terms. Join the Top 1% Talent. A Better Career. A Better Life. At Emapta, you're not just joining an industry-leading outsourcing provider; you're becoming part of a community that celebrates the rich cultural tapestry of Dominican Republic. Our track record of success and diverse international clientele across various industries provide a solid foundation for your career. With over 1,200 global partners preferring to open remote jobs in the country, our vision is to help you and thousands more reach your full potential and dreams without the need to leave the country and work abroad. Join forces with passionate professionals who share the desire to make a meaningful impact through premium global opportunities, all at your fingertips. Emapta isn't just a company; it's a community that values the balance between work and life. Start a truly exciting journey with us and discover how your talent can flourish in a setting that celebrates the spirit of Latin America. #EmaptaEra