Customer Experience Specialist (Split-Shift)

Pencor Services•Lehighton, PA

13h•Hybrid

About The Position

Blue Ridge Communications is seeking a Customer Experience Specialist to build and maintain trusted relationships with customers in Northeastern Pennsylvania. The role assists customers by phone and at the counter, providing a consistently pleasant experience while answering questions about billing, installation, service, and the company’s internet, phone, and video products. Specialists explain how services work, help customers get the most from the technology, resolve account and technical issues, and communicate in a caring, practical, professional manner. This role requires a positive, approachable demeanor, strong listening and communication skills, and the ability to respect company policies while addressing customer needs. The successful candidate will be willing to learn multiple skills and platforms, work effectively in a busy contact center, contribute to the team, and pursue improvements and solutions. The position includes weekly coaching and ongoing training. The listed split shift is Sunday through Thursday, 10 a.m.–2 p.m. and 7 p.m.–11 p.m., with a four-hour break between shifts. Overtime may be needed. The next training class is expected to start January 11, 2027. Training lasts 10 weeks: the first six weeks are conducted at home with live trainers and classmates in a dedicated workspace, and the remaining four weeks take place in person at the Lehighton training facility. Training hours may differ from the assigned shift, and schedules will be discussed during the interview. Employees must reside in Pennsylvania, have a quiet dedicated workspace and a high-speed data connection with at least 400 Mbps download speed, and connect company-provided equipment directly to their home router. Call center employees may be required to work in the office a number of days per month depending on performance metrics. Travel to a local office and the Lehighton Call Center may be required.

Requirements

High school diploma or GED.
Established residency in Pennsylvania.
Valid Pennsylvania driver’s license and a good driving record.
High-speed data connection with a minimum download speed of 400 Mbps.
Quiet, dedicated office space for working during shifts.
Ability to work overtime when needed.
Regular, consistent, and punctual attendance.
Working knowledge of Microsoft Office programs and Outlook.
Excellent oral and written communication skills.
Strong computer skills.
Ability to build positive rapport quickly with customers.
Ability to multitask without sacrificing work quality.
Ability to travel to a local office and the Lehighton Call Center as needed.
Willingness to work as part of a team.

Nice To Haves

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

Responsibilities

Support Blue Ridge customers with billing, repair, retention, and sales calls.
Troubleshoot and resolve technical problems and general account inquiries over the 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 support first-call resolution.
Resolve customer complaints and concerns through active listening, empathy, professionalism, and problem-solving.
Recommend products based on customers’ needs and interests, identify buying signals, ask for the sale, and reinforce value to existing customers.
Contribute positively to team culture.
Maintain product knowledge and participate in training and coaching sessions.
Meet established monthly goals and performance metrics to qualify for the work-from-home program.
Perform other duties as assigned.