OMNI Customer Experience Specialist

Pencor Services•Lehighton, PA

6d•Hybrid

About The Position

The OMNI Customer Experience Specialist is a phone support role that also handles chat and email support when volume rises, requiring the ability to manage all three channels as demand dictates. The position involves building and maintaining trusted relationships with customers, acting as a brand ambassador, and delivering a consistently pleasant experience through a caring and practical approach. Key responsibilities include helping customers understand services and technology, promptly and professionally answering questions about bills, installations, or service, and valuing each customer relationship. The ideal candidate will maintain a positive demeanor, tactfully respond to situations, respectfully care for customers while adhering to company policies, and possess strong listening and communication skills. A humble yet goal-oriented nature, a desire to learn various skills and platforms, and a passion for customer service are essential for success in this busy contact center environment. The Contact Center Teams are described as diverse, fun, caring, approachable, and practical, focused on delivering results and upholding the brand promise: “To Deliver a Trusted and Valued Connection – Always!” The culture offers rich learning and growth opportunities, including weekly coaching and continuous training.

Requirements

H.S. Diploma or G.E.D.
Established residency in Pennsylvania
Valid PA Driver's License and good driving record
High-Speed Data Connection with a Minimum of 400 Mbps download
Quiet, dedicated office space in which to work during shifts
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; 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