Customer Loyalty Specialist

Company Overview:

We are a rapidly growing Internet Service Provider (ISP) headquartered in Hudson Oaks, Texas. Our team delivers reliable High-Speed Internet and Voice services across Texas, Nebraska, Iowa, Illinois, Indiana, Louisiana, Minnesota, Wisconsin, Wyoming, Kansas, and Oklahoma. We proudly serve Residential, Business, Commercial, Enterprise, and SLED customers. More than simply providing cost-effective connectivity, we are committed to delivering an exceptional customer experience that sets us apart in the industry.

Job Summary:

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.

Essential Functions:

Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions.

• 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.

Skills & Qualifications:

• 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.

Education and Experience:

• 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.

Work Environment/Hazards:

• Working conditions primarily inside an office environment

• The noise level in the work environment is usually moderate

• High level of interaction with external/internal clients

Physical Demands:

• Stationary position for 8-10 hours a day

• Repeating motions that may include the wrists, hands and/or fingers.

• Visual acuity, speech and hearing, hand and eye coordination and manual dexterity necessary to operate a computer keyboard and basic office equipment.

• To perform this job successfully, the employee is frequently required to remain in a stationary position. Daily movements include sitting, standing, operating computers and other office equipment and moving about the office. The employee must be able to communicate via email and verbally via telephone.

Working Hours/Days:

• Full-time

• Requiring approximately 40 hours per week

Travel Requirements:

• 0% travel required

Affirmative Action (AAP/EEO Statement):

Nextlink is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against based on disability.

Drug Free Workplace:

Nextlink intends to provide a safe work environment that will help protect the safety, health and well-being of all employees. Therefore, we are committed to an alcohol and drug-free workplace.

Employee Acknowledgement

By signing below the employee confirms that they have read, understand and agree to the job requirements and duties and understand that in the event that they are not able to meet the requirements or duties it may result in the termination of their employment.