Nextlink Internet · 3 months ago
Customer Loyalty Specialist
Weatherford, TX
Full-time
Onsite
New Grad, Entry Level
$17.50/hr - $22/hrNextlink Internet is committed to strengthening customer relationships and ensuring long-term retention. The Customer Loyalty Specialist will proactively engage with at-risk customers, address cancellation requests, and collaborate with internal teams to enhance customer experiences.
Wireless
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
Qualification
Required
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
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
Benefits
Dental insurance
Health insurance
On-the-job training
Paid time off
Vision insurance
Company
Nextlink Internet
Nextlink is a high speed Internet service provider with next generation phone services.
Founded in 2012
501-1000 employees
Funding
Current Stage
Late StageTotal Funding
$100MKey Investors
Cable ONECanAm Enterprises
2024-08-15Series Unknown· $20M
2024-08-15Debt Financing· $80M
Leadership Team
Claude Aiken
Chief Strategy Officer and Chief Legal Officer
Recent News
Business Wire
2025-11-19
2025-04-11
Company data provided by crunchbase