About this role
The Digital Subscriptions Renewal Specialists - On-Site is responsible for contacting digital news subscribers to renew subscriptions, prevent cancellations, and recover outstanding payments. Agents operate within a structured, script-driven environment and serve as brand ambassadors for a portfolio of trusted local news publications.
Language
Bilingual: English & Spanish (fluent, professional level)
Experience
1 year of experience in sales, retention, or collections
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Key Responsibilities
- Conduct outbound calls to subscriber lists for renewal outreach, save/retention conversations, and collections follow-up
- Follow approved scripts, talk tracks, and objection-handling guidance without improvisation
- Clearly articulate the value of digital subscriptions (access, features, convenience)
- Handle customer objections, hardship cases, and cancellation requests with empathy and professionalism
- Process payments and accurately document call outcomes in designated systems
- Adhere strictly to Do Not Call (DNC) compliance rules, consent requirements, and security verification protocols
- Maintain consistent performance metrics week over week (renewal rate, save rate, payment capture rate)
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Required Skills & Competencies
Sales & Communication
- Proven ability to build rapport quickly over the phone
- Strong objection-handling skills and ability to re-engage resistant or uninterested contacts
- Clear, confident spoken communication in both English and Spanish
- Ability to articulate value propositions under conversation pressure
Compliance & Process Discipline
- Strict adherence to approved scripts — no deviation from approved messaging
- Accurate call dispositioning and data entry on every contact
- Familiarity with or ability to learn DNC/consent compliance requirements
- Security-conscious approach with strict adherence to verification protocols
Performance & Coachability
- Results-driven with stable, consistent performance (not just occasional spikes)
- Open to frequent coaching and data-driven feedback
- Self-motivated with persistence during high call volume days
- Able to quickly adapt to script updates, system changes, and campaign adjustments
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Tools & Systems
- Digital dialer system (training provided)
- Account review and payment processing systems
- Call outcome tracking and disposition tools
- This is an On-Site Position