Customer Experience Specialist (Hybrid)

Company: Blue Ridge Communications

Available Hybrid Shifts: Sunday-Thursday, 9AM-6PM

Pencor and its subsidiaries are Equal Opportunity Employers

Next 9-week paid training class is expected to start on August 11, 2025 and will be conducted Monday-Friday from 8AM-5PM.

• This position is an IN OFFICE or HYBRID role. After training, your work would be completed at the office, assisting customers via the front counter or phone
• The first 5-weeks will be conducted remotely at home with live trainers and classmates in your dedicated work space
• The remaining 4-weeks will be conducted in-person at our training facility in Lehighton, PA
  • In-person training covers live calls and hands-on troubleshooting
• Training hours may differ from the regular assigned  /accepted shift; specific training schedules will be discussed during the job interview, if one is conducted

• Agents must have established residency in Pennsylvania
• Agents must have a High-Speed Data Connection with a Minimum of 400 Mbps and quiet dedicated office space in which to work during their shifts
  • WFH Equipment is provided by Blue Ridge and MUST hook up directly to the back of your router at home
• Hybrid agents will be staffed regularly to work in their assigned Retail office location and will be scheduled to work-from-home if not needed at the office
• Work-from-home days are dependent upon performance 

Our passion at Blue Ridge is to keep our community connected through reliable High-Speed Internet (with HomeFi), Blue Ridge Mobile, Home Phone, and Video (Stream & Live TV) Technology.  Servicing Northeastern Pennsylvania, we work hard every day to connect our customers to the people, places, and things that matter the most in their lives.

We are currently seeking a Hybrid Customer Experience Specialist, to help us build and maintain trusted relationships with our valued customers.  With each interaction, you get the opportunity to work as a brand ambassador and assist our customers over the phone, and at our retail counter. Your primary responsibility is to deliver a pleasant experience consistently to our customers by demonstrating a caring and practical approach with each interaction.  The products and services we offer enable customers to stay connected to the people and things that matter most to them.  Helping customers to understand how our services work and how they can get the most out of the technology is important. When they have questions about their bill, installation, or service we answer those promptly, professionally, and politely.  Each customer interaction is important. We exist because of our customers and it is important that we connect with each one so they know we value the relationship we have with them and appreciate that they chose Blue Ridge.

Our ideal candidate must maintain a positive demeanor and know how to tactfully respond to situations.  The position requires the skill and personality to respectfully care for our valued customers while keeping our company’s policies and guidelines in perspective.  It is essential to have good listening and communication skills while staying approachable to ensure a comfortable experience for our customers. The right candidate will have a humble yet goal-oriented nature ready to learn a variety of skills, and platforms, to be successful in a busy retail center environment. Strong people skills are necessary, as well as a strong desire to improve and create new solutions.  We are looking for this candidate to have a passion for customer service and working for Blue Ridge. 

Our Customer Care Teams are diverse and uphold a personality of fun, caring, approachable, yet practical to deliver results.  Our brand promise is, “To Deliver a Trusted and Valued Connection – Always!”   Our culture is rich with learning and growth opportunities. We provide weekly coaching with your dedicated leader and continuous training opportunities to ensure you feel supported in reaching your career goals.  We are seeking dependability from our team members, with the ability to work overtime if needed.  Blue Ridge offers an impressive health insurance package to full-time employees, paid time off, tuition reimbursement and an employee referral program.

Core Responsibilities 

• Providing support to Blue Ridge customers for billing, troubleshooting, retention, and sales interactions 
• Troubleshooting and resolving technical problems and other general account inquiries in a single customer interaction to maximize the customer experience; Communicate information and directions to the customer in an organized and concise manner
• Educating customers about the features and benefits of our products and services and consistently promote self-service options to improve the customer experience
• Right fitting our products to customers as solutions through upgrades, self-installs, and/or swapping out equipment
• Ensuring proper cash handling procedures are implemented through tracking and processing payments, providing receipts with each transaction, and completing cash and check deposits
• Educating customers about the features and benefits of our products and services and consistently promote self-service options to improve the customer experience
• Acting as a product consultant, communicating product features and benefits and making recommendations based on the customers’ needs/interests; Identifies buying signals, asks for the sale, reinforces current value to existing customers, and delivers a high-quality interaction
• Explaining account information to customers with a focus on first interaction resolution
• Resolving customer complaints/concerns through active listening, empathy, professionalism, and problem-solving
• Inspecting the store’s physical appearance to make sure it’s clean and well-stocked at all times
• Other duties as assigned 

Qualifications 

• High School Diploma or G.E.D
• Established residency in Pennsylvania
• Valid PA Driver's License and good driving record
• Previous Customer Service and/or Sales Experience a plus
• Bilingual Spanish a plus
• Strong Computer Skills including Microsoft Office Programs and Outlook
• Excellent Communications Skills – Oral and Written
• Ability to build positive rapport quickly with customers
• Ability to multitask in a fast-paced environment while adapting to changes
• Ability to perform duties while adhering to company policies and procedures
• Ability to create solutions and implement changes which displaying innovation
• Ability to come into the local office as scheduled
• Ability to lift and carry 30lb equipment boxes
• Willingness to work as part of a team

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