Digital Subscriptions Renewal Specialist (On‑Site)

About the role

The Digital Subscriptions Renewal Specialist is responsible for contacting digital news subscribers to renew subscriptions, prevent cancellations, and recover outstanding payments. Agents work in a structured, script‑driven environment and act as brand ambassadors for a portfolio of trusted local news publications.

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 profile

• Proven ability to build rapport quickly over the phone and strong objection‑handling skills.
• Fluent, professional‑level bilingual communication in English and Spanish.
• Strict adherence to approved scripts and accurate call dispositioning.
• Results‑driven with stable, consistent performance and openness to coaching.
• Self‑motivated, persistent during high call‑volume days and adaptable to script or system updates.