OMNI Customer Experience Specialist

Company: Blue Ridge Communications

Open Shift: Sunday-Thursday, 2PM-11PM

Pencor and its subsidiaries are Equal Opportunity Employers

IMPORTANT / MUST REVIEW!!

The OMNI position is a Phone Support role with Chat & Email Support when volume rises. This position requires the ability to swivel between all three whenever the demand is great.

• TRAINING DETAILS:
  • Next Training Class is expected to start on April 13,2026
  • Training hours may differ from the regular assigned/accepted shift
  • Specific training schedules will be discussed during the job interview, if one is conducted
  • Training is 10-weeks in total
    • The first 6 weeks are conducted at home with live trainers and classmates in your dedicated workspace
    • The remaining 4 weeks will be conducted in-person at our training facility in Lehighton to cover live calls and hands-on troubleshooting

• POSITION REQUIREMENTS:
  • Must have established residency in Pennsylvania
  • Although primarily a work-from-home position, OMNI agents will be required to come into the office a few days per month; the number of days in the office workspace is dependent on the performance of our metrics
  • Agents must have a High-Speed Data Connection with a Minimum of 400 Mbps download and a quiet, dedicated office space in which to work during their shifts
  • Work-from-home equipment is provided by Blue Ridge and must be connected directly to the back of your router at home

Our passion at Blue Ridge is to keep our community connected through reliable High-Speed Internet (with HomeFi), Phone, and Video (HD & TiVo) 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 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 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 contact 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 Contact Center 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, repair, retention and sales calls
• Troubleshooting and resolving technical problems and other general account inquiries over the phone 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 promoting self-service options to improve the customer experience
• Explaining account information to customers with a focus on first-call resolution; Customers do not want to have to call us multiple times - Own the interaction, answer the question and fix the problem
• Resolving customer complaints / concerns through active listening, empathy, professionalism and problem-solving
• Acting as a product consultant, communicate product features and benefits and make recommendations based on the customers’ needs / interests; Identify buying signals, ask for the sale, reinforce current value to existing customers and deliver a high-quality interaction
• Displaying regular, consistent and punctual attendance; Must be available to work overtime when needed
• Positively contributing to our team culture
• Consistently maintaining product knowledge and actively participating in training and coaching sessions
• Achieving established goals and performance metrics; Performance goals must be met on a monthly basis to qualify for our work-from-home program
• Other duties as assigned

Qualifications: 

• H.S. 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
• Working knowledge of Microsoft Office Programs and Outlook
• Strong Computer Skills 
• Excellent Communication Skills – Oral and Written
• Ability to provide regular, consistent and punctual attendance; Must be available to work overtime when needed
• Ability to build positive rapport quickly with customers
• Ability to travel to your local office and Lehighton Call Center as needed
  

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