Customer Experience Specialist (Split-Shift)

Pencor Services•Lehighton, PA

5d•Hybrid

About The Position

Blue Ridge Communications is seeking a Customer Experience Specialist to join their team. This role involves building and maintaining trusted relationships with customers by assisting them over the phone and at the counter. The primary responsibility is to deliver a consistently pleasant experience by demonstrating a caring and practical approach. The specialist will help customers understand Blue Ridge's services, answer questions about billing, installation, and service promptly, professionally, and politely. The ideal candidate will maintain a positive demeanor, respond tactfully to situations, and respectfully care for customers while adhering to company policies. Strong listening and communication skills, approachability, a humble yet goal-oriented nature, and a passion for customer service are essential. The contact center team is described as fun, caring, approachable, and practical, focused on delivering results with the brand promise of “To Deliver a Trusted and Valued Connection – Always!” The company culture supports learning and growth with weekly coaching and continuous training opportunities. Dependability and the ability to work overtime when needed are expected.

Requirements

H.S. Diploma or G.E.D.
Established residency in Pennsylvania
Must have established residency in Pennsylvania
For all call center positions there will be a requirement of in-office 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
Ability to provide regular, consistent, and punctual attendance
Must be available to work overtime when needed
Ability to travel to your local office and the Lehighton Call Center as needed

Nice To Haves

Valid PA Driver’s License and good driving record
Previous Customer Service and/or Sales Experience a plus
Bilingual Spanish a plus
Willingness to work as part of our successful team
Working knowledge of Microsoft Office Programs and Outlook
Excellent Communication Skills –Oral and Written
Strong Computer Skills
Ability to build positive rapport quickly with customers
Ability to multitask without sacrificing work quality

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 customer experience
Communicating 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 customer experience
Explaining account information to customers with a focus on first-call resolution
Resolving customer complaints/concerns through active listening, empathy, professionalism and problem-solving
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
Positively contributing to our team culture
Consistently maintaining product knowledge and actively participating in training and coaching sessions
Achieving established goals and performance metrics
Other duties as assigned