Customer Loyalty Specialist

NextLink•Hudson Oaks, TX

6d•Onsite

About The Position

The 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.

Requirements

High School Diploma or equivalent
Telecom, ISP, or technology sales/retention experience strongly preferred.
Proven success in meeting or exceeding sales/retention targets in a commission-driven environment.
Experience handling escalations or complex customer concerns preferred.
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.

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 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.