{"id":471914,"url":"https://alion.io/job/nextlink-internet-bilingual-customer-loyalty-specialist","title":"Bilingual Customer Loyalty Specialist","company":{"id":179550,"name":"Nextlink Internet","domain":"nextlinkinternet.com","url":"https://alion.io/company/nextlink-internet","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":100,"open_postings":5,"ghost_share":0,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":23,"computed_at":"2026-11-05T05:54:30Z"}},"role":"Legal","role_family":"Legal","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Hudson Oaks, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-08-26T00:00:00Z","employer_posted_date":"2026-10-14","last_verified_at":"2026-11-05T12:20:37Z","board_verified":true,"closed_at":null,"days_open":71,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":71},"description":"Company Overview\nWe are a Hudson Oaks, Texas-based Internet Service Provider (ISP) delivering High Speed Internet and Voice Services throughout multiple states to residential, business, K-12 Education and government customers. We believe there is much more to an internet company than just delivering cost-effective internet solutions; we believe in delivering an overall customer experience that our competitors simply cannot match.\nThe Bilingual Customer Loyalty Specialist (Spanish/Enlish) 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.\nEssential Functions:\nReasonable accommodations will be made to enable individuals with disabilities to perform the essential functions.\nProactively engage with at-risk customers to identify concerns and present tailored solutions that retain their business.\nServe as the single point of contact for customers requesting cancellation, using strong negotiation and problem-solving skills to save accounts.\nExecute winback campaigns by reaching out to former customers with targeted offers and personalized solutions.\nDemonstrate expert knowledge of Nextlink’s services (internet, phone, streaming, and value-added solutions) to educate customers and reinforce loyalty.\nConfidently manage escalated calls, converting difficult situations into positive customer experiences.\nCollaborate with internal departments (Technical Support, Field Operations, Billing) to quickly resolve customer concerns and ensure accurate account updates.\nDeliver customer-friendly explanations of billing, pricing, and packaging options, using competitive awareness to strengthen retention conversations.\nAccurately document all customer interactions, resolutions, and outcomes in CRM and billing systems.\nConsistently meet or exceed monthly retention, churn reduction, and winback goals in a commission-based environment.\nIdentify and report customer trends, feedback, and recurring issues to leadership and cross-functional teams to improve services.\nHourly pay plus bonus\nSkills & Qualifications:\nFluent in both Spanish and English\nSkilled at building strong working relationships and collaborating effectively with cross-functional teams and departments.\nStrong verbal and written communication skills; able to build rapport and simplify complex topics.\nSuperior negotiation, conflict-resolution, and problem-solving abilities.\nEmpathy, professionalism, and active listening skills to handle sensitive customer situations.\nAbility to multi-task effectively across CRM, billing, and support systems while maintaining service quality.\nEducation and Experience:\n· High School Diploma or equivalent\n· Telecom, ISP, or technology sales/retention experience strongly preferred.\n· Proven success in meeting or exceeding sales/retention targets in a commission-driven environment.\n· Experience handling escalations or complex customer concerns preferred.\nWork Environment/Hazards:\n· Working conditions primarily inside an office environment\n· The noise level in the work environment is usually moderate\n· High level of interaction with external/internal clients\nPhysical Demands:\n· Stationary position for 8-10 hours a day\n· Repeating motions that may include the wrists, hands and/or fingers.\n· Visual acuity, speech and hearing, hand and eye coordination and manual dexterity necessary to operate a computer keyboard and basic office equipment.\n· 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.\nWorking Hours/Days:\n· Full-time\n· Requiring approximately 40 hours per week\nJob Type: Full-time\nBenefits:\nDental insurance\nHealth insurance\nPaid time off\nVision insurance\nLanguage:\nSpanish (Preferred)\nEnglish (Preferred)\nAbility to Commute:\nWeatherford, TX 76087 (Preferred)\nWork Location: In person\nAffirmative Action (AAP/EEO Statement):\nNextlink 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.\nDrug Free Workplace:\nNextlink 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.","description_format":"text","description_chars":5038,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"high_school","optional":true},"security_clearance":false,"languages":[{"language":"Spanish","level":"All levels","optional":false}]},"benefits":["Dental insurance","Health insurance","Vision insurance"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Broadband","Fixed Wireless"],"lifecycle":[{"event":"open","at":"2026-09-06T13:33:17Z"}],"visa":[],"liveness":{"score":9,"band":"cold","label":"Long shot","p_open":1,"p_active":0.332,"p_room":0.28,"age_days":71,"expected_fill_days":23,"reasons":["conf:5","win:tail","crowd:"],"computed_at":"2026-11-05T05:54:30Z"},"pay":null,"html_url":"https://alion.io/job/nextlink-internet-bilingual-customer-loyalty-specialist","json_url":"https://alion.io/job/nextlink-internet-bilingual-customer-loyalty-specialist.json","meta":{"generated_at":"2026-11-05T17:26:25Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":22810,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-06T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":179550},"rest":"https://alion.io/mcp/rest/get_company?id=179550"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fnextlink-internet-bilingual-customer-loyalty-specialist"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fnextlink-internet-bilingual-customer-loyalty-specialist"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fnextlink-internet-bilingual-customer-loyalty-specialist"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/nextlink-internet-bilingual-customer-loyalty-specialist\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fnextlink-internet-bilingual-customer-loyalty-specialist"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":471914}},{"tool":"search_jobs","arguments":{"company":"nextlinkinternet.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":471914},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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