Customer Retention Specialist (Remote)

About the role

A North American customer experience provider, working through Emapta, is looking for a Customer Retention Specialist to handle outbound renewal and win-back calls for digital journalism and subscription services. The role is day shift, Monday to Friday, 10:00 AM to 6:00 PM ET, weekends off, fully remote, with a contract of indefinite term.

Key responsibilities

• Make high-volume outbound calls to existing and former digital subscribers approaching renewal, in a grace period, at risk of cancellation, with past-due payments or who have cancelled.
• Build rapport, probe for reasons for non-renewal or non-payment, and present approved retention, renewal and win-back offers in the right order.
• Overcome objections and close sales when customers show purchase intent, then complete renewals and payments accurately.
• Keep a retention focus beyond the immediate payment issue.
• Personalise conversations, give accurate information on billing, rates and terms, and follow call flows, approved offers and business rules.

Required profile

• 1 to 3 years of experience in outbound sales, telesales, retention or renewal sales, subscription sales, win-back campaigns, B2C sales, collections, or customer service with upselling/cross-selling.
• Experience in demanding outbound environments such as telesales, direct sales, field sales or door-to-door sales.
• Resilience and persistence in high-volume sales, with a hunter mindset and confidence in a commission-driven, KPI-focused environment.

Required skills

• Strong outbound sales and customer retention skills.
• Active listening, probing and objection handling.
• Ability to document customer interactions accurately and follow established processes.
• Openness to coaching and feedback from call monitoring and calibration.

What we offer

• Competitive salary and full compliance with Dominican statutory benefits, including 13th-month pay, paid annual vacation and public holidays, and social security covering health insurance, pension (AFP) and occupational risk insurance.
• Sick leave and disability coverage through Social Security.
• Career growth with global exposure and learning and development support through Emapta Academy.