Bilingual Customer Loyalty Specialist

NextLink•Hudson Oaks, TX

9d•Onsite

About The Position

The Bilingual Customer Loyalty Specialist (Spanish/English) is the frontline advocate for strengthening customer relationships and ensuring long-term retention at Nextlink. The role proactively engages at-risk customers, addresses cancellation requests, executes winback campaigns, and collaborates 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. The position is full-time, approximately 40 hours per week, and is performed in person in an office environment. Compensation is hourly pay plus bonus, in a commission-based environment. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions.

Requirements

Fluent in both Spanish and English.
Strong verbal and written communication skills, with the ability to build rapport and simplify complex topics.
Superior negotiation, conflict-resolution, and problem-solving abilities.
Empathy, professionalism, and active listening skills for handling sensitive customer situations.
Ability to multitask across CRM, billing, and support systems while maintaining service quality.
High school diploma or equivalent.
Proven success meeting or exceeding sales or retention targets in a commission-driven environment.

Nice To Haves

Telecom, ISP, or technology sales or retention experience is strongly preferred.
Experience handling escalations or complex customer concerns is preferred.
Spanish is listed as preferred.
English is listed as preferred.

Responsibilities

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 negotiation and problem-solving skills to save accounts.
Execute winback campaigns by reaching out to former customers with targeted offers and personalized solutions.
Demonstrate knowledge of Nextlink’s internet, phone, streaming, and value-added services to educate customers and reinforce loyalty.
Manage escalated calls and work to convert difficult situations into positive customer experiences.
Collaborate with Technical Support, Field Operations, and Billing to resolve customer concerns and ensure accurate account updates.
Explain billing, pricing, and packaging options in a customer-friendly manner, using competitive awareness to strengthen retention conversations.
Document customer interactions, resolutions, and outcomes in CRM and billing systems.
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.
Communicate with customers and internal and external clients.