OMNI Customer Experience Specialist
About The Position
Blue Ridge Communications is seeking a Customer Experience Specialist to join their team. This role focuses on building and maintaining trusted relationships with customers by delivering a pleasant and caring experience through phone, chat, and email support. The specialist will act as a brand ambassador, assisting customers with billing, installation, service inquiries, and troubleshooting. The ideal candidate will possess a positive demeanor, excellent communication and listening skills, and a humble yet goal-oriented nature, with a passion for customer service and a desire to learn and create solutions. The Contact Center Teams are described as diverse, fun, caring, approachable, and practical, with a culture rich in learning and growth opportunities, including weekly coaching and continuous training.
Requirements
- Must have 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
- 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
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 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; 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
Benefits
- Work-from-home equipment is provided by Blue Ridge
- Impressive health insurance package to full-time employees
- Paid time off
- Tuition reimbursement
- Employee referral program
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
