The Outbound Sales & Retention Agent 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

1–2 years of experience in outbound sales, retention, or collections

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)

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

Tools & Systems

• Digital dialer system (training provided)
• Account review and payment processing systems
• Call outcome tracking and disposition tools