Customer Retention Specialist

From Retention Conversations to Lasting Global Customer Value

Our client is a North American technology-enabled sales and customer experience company helping leading brands acquire, support, retain, and grow customer relationships. They combine specialized sales expertise with AI, automation, business intelligence, and multichannel engagement to deliver customer acquisition, retention, renewals, win-back, upselling, cross-selling, and customer care solutions. Through data-driven strategies and personalized interactions, they help businesses improve conversion, strengthen loyalty, increase customer lifetime value, and create scalable revenue growth across the customer journey.

About the Role

Turn every subscriber conversation into lasting value across global markets. Join Emapta as a Sales and Retention Specialist , converting at-risk relationships into renewals, win-backs, and recurring revenue. Strengthen customer lifetime value while developing international sales expertise and building a long-term global career within Emapta's top 1% talent community.

Your Path to Global Retention Sales

• Employment Type: Indefinite Term Type Contract
• Shift: Day Shift, Weekends Off
• Work Setup: Work From Home

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

Required Skills & Competencies

• Strong outbound sales skills
• Demonstrated resilience and confidence in handling rejection
• Strong persistence, determination, and results-oriented mindset
• Strong verbal communication and conversational skills
• Ability to establish rapport quickly with customers
• Strong probing, discovery, and active listening skills
• Ability to overcome objections and confidently ask for the sale
• Ability to communicate and sell product value effectively
• Comfort in a commission-driven, KPI-focused environment
• Ability to manage difficult customer conversations professionally
• Strong attention to detail when documenting customer interactions and outcomes
• Ability to follow defined call flows, offers, processes, and business rules
• Coachability and willingness to incorporate feedback from call monitoring and calibration
• Ability to combine sales persistence with a positive customer experience

Preferred Experience

• 1-3 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.

What We Are Looking For

• Hunter mindset with confidence to initiate conversations, handle rejection, create opportunities, and close sales
• 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 maintain productive customer conversations
• Confidence in working toward conversion targets and measurable sales outcomes

Your Daily Tasks

Outbound Retention & Renewal Sales

• Conduct high-volume outbound calls to existing and former digital subscribers
• Engage customers approaching renewal, within a grace period, at risk of cancellation, past due, or previously cancelled
• Establish rapport quickly to understand 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
• Position the value of digital news, sports, local journalism, newsletters, digital access, and other subscription benefits based on customer interests
• Overcome objections related to price, value, payment, cancellation, or lack of use
• Present approved retention, renewal, and win-back offers in the appropriate sequence
• Use a confident, assumptive, and respectful approach to close sales when buying intent is identified
• Complete renewal and payment transactions accurately when customers accept an offer
• Maintain a retention-focused approach beyond resolution of immediate payment concerns

Sales & Customer Experience

• Communicate naturally and conversationally without excessive reliance on scripts
• Build rapport quickly with customers
• Apply strong active listening and probing skills
• Identify customer needs, interests, and objections
• Communicate product value clearly before presenting price-based offers
• Demonstrate persistence while maintaining professionalism and sensitivity to the customer experience
• Handle rejection and difficult conversations without losing momentum
• Recognize buying signals and transition confidently toward closing
• Ask for 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.

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