Customer Experience Specialist (Split-Shift)
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 their services, answer questions about billing, installation, or 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, communication, and approachability skills are essential. The role requires a humble yet goal-oriented nature, a passion for customer service, and a desire to learn various skills and platforms for a busy contact center environment. The company culture emphasizes fun, caring, approachability, and practicality, with a brand promise of “To Deliver a Trusted and Valued Connection – Always!” The culture also supports learning and growth opportunities, with weekly coaching and continuous training.
Requirements
- Established residency in Pennsylvania
- High-Speed Data Connection with a Minimum of 400 Mbps download
- Quiet, dedicated office space in which to work during their shifts
- H.S. Diploma or G.E.D.
- Established residency in Pennsylvania
- Valid PA Driver’s License and good driving record
- 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 provide regular, consistent, and punctual attendance
- Must be available to work overtime when needed
- Ability to build positive rapport quickly with customers
- Ability to multitask without sacrificing work quality
- Ability to travel to your local office and the Lehighton Call Center as needed
Nice To Haves
- Previous Customer Service and/or Sales Experience a plus
- Bilingual Spanish a plus
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
Benefits
- health insurance package to full-time employees
- paid time off
- tuition reimbursement
- employee referral program
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
