Customer Retention & Winback Specialist

NextLink; Hudson Oaks (TX); On-site; USD 42,000 - 62,000; Full time

Benefits offered by this job

Dental insurance

Health insurance

On-the-job training

Paid time off

Vision insurance

Job summary

Nextlink in Hudson Oaks, TX is seeking a Customer Loyalty Specialist to act as the frontline advocate for customer retention. You will engage at-risk customers, handle cancellation requests, and drive winback campaigns while collaborating with Technical Support, Field Operations, and Billing to resolve issues and update accounts.

The ideal candidate will be a persuasive communicator with empathy, problem-solving skills, and the ability to thrive in a fast-paced, commission-based environment.

Qualifications

• Strong verbal and written communication skills
• Empathy and problem-solving abilities
• Ability to collaborate across departments to resolve issues
• Experience with CRM and billing systems is a plus

Responsibilities

• Proactively engage at-risk customers to identify concerns and present retention solutions
• Serve as the single point of contact for cancellation requests and save accounts through negotiation
• Execute winback campaigns with targeted offers and personalized solutions
• Educate customers on Nextlink services to reinforce loyalty and value
• Document all interactions and outcomes in CRM and billing systems
• Meet or exceed retention and winback goals in a commission-based environment
• Collaborate with Technical Support, Field Operations, Billing to resolve issues

Skills

Relationship building

Communication

Negotiation

Empathy

Multi-tasking

Job description

Nextlink in Hudson Oaks, TX is seeking a Customer Loyalty Specialist to act as the frontline advocate for customer retention. You will engage at-risk customers, handle cancellation requests, and drive winback campaigns while collaborating with Technical Support, Field Operations, and Billing to resolve issues and update accounts.

The ideal candidate will be a persuasive communicator with empathy, problem-solving skills, and the ability to thrive in a fast-paced, commission-based environment.