Bilingual Loyalty Specialist – Retention & Winback

Nextlink Internet; Hudson Oaks (TX); On-site; USD 22,000 - 25,000; Full time

Benefits offered by this job

Dental insurance

Health insurance

Paid time off

Vision insurance

Job summary

Nextlink Internet is seeking a Bilingual Customer Loyalty Specialist (Spanish/English) to proactively engage at-risk customers, handle cancellations, and execute winback campaigns. You will collaborate with Technical Support, Billing, and Field Operations to resolve issues and ensure accurate account updates while driving retention and loyalty.

The role requires fluent Spanish and English, strong negotiation and communication skills, and experience with CRM and billing systems.

Qualifications

• High School Diploma or equivalent.
• Fluent in Spanish and English.
• Proven customer retention or sales experience.
• Strong negotiation and problem-solving skills.
• Excellent written and verbal communication.
• Experience with CRM and billing systems.

Responsibilities

• Proactively engage with at-risk customers to identify concerns and present tailored solutions to retain their business.
• Serve as the single point of contact for customers requesting cancellation and use negotiation skills to save accounts.
• Execute winback campaigns with personalized offers to former customers.
• Educate customers on Nextlink’s services and reinforce loyalty.
• Collaborate with Technical Support, Field Operations, Billing to resolve issues and update accounts.
• Document all interactions, resolutions, and outcomes in CRM and billing systems.
• Meet or exceed monthly retention and winback targets in a commission-based environment.

Skills

Bilingual Spanish

English Proficiency

Customer Service

Negotiation

Active Listening

Education

High School Diploma

Tools

CRM Systems

Billing Systems

Job description

Nextlink Internet is seeking a Bilingual Customer Loyalty Specialist (Spanish/English) to proactively engage at-risk customers, handle cancellations, and execute winback campaigns. You will collaborate with Technical Support, Billing, and Field Operations to resolve issues and ensure accurate account updates while driving retention and loyalty.

The role requires fluent Spanish and English, strong negotiation and communication skills, and experience with CRM and billing systems.