Customer Experience Specialist (Part-Time)

Pencor Services • Lehighton, PA

1d

About The Position

Blue Ridge Communications is seeking a part-time Customer Experience Specialist to build and maintain trusted relationships with customers. The role serves as a brand ambassador, assisting customers by phone and at the counter and providing a consistently pleasant, caring, practical, professional, and polite experience. The specialist helps customers understand Blue Ridge’s internet, phone, and video services and responds to questions about bills, installations, service, and technology.

The position is part of a busy contact center team and involves billing, repair, retention, and sales interactions. Specialists are expected to resolve customer needs effectively, promote suitable products and self-service options, meet performance goals, and contribute positively to team culture. Blue Ridge provides weekly coaching and ongoing training. The next training class is expected to begin January 11, 2027, with 4–5 weeks of training; specific training schedules will be discussed during the interview.

The position requires established residency in Pennsylvania. Call center employees may be required to work in an office a certain number of days each month, with the number dependent on performance metrics. The work-from-home program requires meeting monthly performance goals, a high-speed data connection with at least 400 Mbps download speed, and a quiet, dedicated workspace. Blue Ridge provides work-from-home equipment, which must connect directly to the back of the employee’s home router. Employees must be able to travel to their local office and the Lehighton Call Center as needed.

Requirements

• Established residency in Pennsylvania.
• Valid Pennsylvania driver’s license and a good driving record.
• Working knowledge of Microsoft Office programs and Outlook.
• Excellent oral and written communication skills.
• Strong computer skills.
• Ability to provide regular, consistent, and punctual attendance.
• Ability to build positive rapport quickly with customers.
• Ability to multitask without sacrificing work quality.
• Ability to travel to the local office and Lehighton Call Center as needed.
• Willingness to work as part of a team.
• For work from home: a high-speed data connection with a minimum 400 Mbps download speed and a quiet, dedicated workspace.

Nice To Haves

• Previous customer service and/or sales experience.
• Bilingual Spanish.

Responsibilities

• Provide support to Blue Ridge customers for billing, repair, retention, and sales calls.
• Troubleshoot and resolve technical problems and general account inquiries by phone, aiming to resolve issues in a single interaction.
• Communicate information and directions to customers in an organized and concise manner.
• Educate customers about product and service features and benefits, and promote self-service options.
• Explain account information and take ownership of customer interactions to answer questions and resolve problems.
• Resolve customer complaints and concerns through active listening, empathy, professionalism, and problem-solving.
• Recommend products based on customer needs and interests, identify buying signals, ask for the sale, and reinforce value to existing customers.
• Contribute positively to the team culture.
• Maintain product knowledge and participate in training and coaching sessions.
• Meet established goals and performance metrics.

Benefits

• Weekly coaching with a dedicated leader.
• Continuous training opportunities.
• Work-from-home equipment provided by Blue Ridge, subject to program requirements.

What This Job Offers

• Job Type: Part-time
• Education Level: No Education Listed