Job Summary:
The Bilingual Customer Loyalty Specialist is the frontline advocate for strengthening customer relationships and ensuring long-term retention at Nextlink. This role is responsible for proactively engaging with at-risk customers, addressing cancellation requests, executing winback campaigns, and collaborating across teams to deliver a seamless, value-driven customer experience.
The ideal candidate is a persuasive communicator, empathetic problem-solver, and results-driven professional who thrives in a fast-paced environment and is passionate about turning challenges into opportunities for customer loyalty.
Essential Functions:
Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions.
- Proactively engage with at-risk customers to identify concerns and present tailored solutions that retain their business.
- Serve as the single point of contact for customers requesting cancellation, using strong negotiation and problem-solving skills to save accounts.
- Execute winback campaigns by reaching out to former customers with targeted offers and personalized solutions.
- Demonstrate expert knowledge of Nextlink’s services (internet, phone, streaming, and value-added solutions) to educate customers and reinforce loyalty.
- Confidently manage escalated calls, converting difficult situations into positive customer experiences.
- Collaborate with internal departments (Technical Support, Field Operations, Billing) to quickly resolve customer concerns and ensure accurate account updates.
- Deliver customer-friendly explanations of billing, pricing, and packaging options, using competitive awareness to strengthen retention conversations.
- Accurately document all customer interactions, resolutions, and outcomes in CRM and billing systems.
- Consistently meet or exceed monthly retention, churn reduction, and winback goals in a commission-based environment.
- Identify and report customer trends, feedback, and recurring issues to leadership and cross-functional teams to improve services.
Skills & Qualifications:
- Bilingual in both English and Spanish
- Skilled at building strong working relationships and collaborating effectively with cross-functional teams and departments.
- Strong verbal and written communication skills; able to build rapport and simplify complex topics.
- Superior negotiation, conflict-resolution, and problem-solving abilities.
- Empathy, professionalism, and active listening skills to handle sensitive customer situations.
- Ability to multi-task effectively across CRM, billing, and support systems while maintaining service quality.
Job Type: Full-time
Pay: $17.50 - $22.00 per hour
Benefits:
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Work Location: In person
