Customer Experience Specialist (Split-Shift)

Pencor Services•Stroudsburg, PA

18h•Hybrid

About The Position

Blue Ridge Communications is seeking a Customer Experience Specialist to build and maintain trusted relationships with customers. The role serves as a brand ambassador, supporting customers by phone and at the counter with billing, installation, service, product, and account questions. The specialist is expected to provide a consistently pleasant, caring, practical, and professional experience while following company policies and guidelines. The position involves explaining Blue Ridge products and services, helping customers make the most of their technology, troubleshooting issues, addressing concerns, and recommending relevant products. Specialists work in a busy contact center environment, maintain product knowledge, participate in training and coaching, and meet monthly performance goals. The role has a split schedule of two four-hour shifts separated by a four-hour break; the currently available schedule is Sunday through Thursday, 10 a.m.–2 p.m. and 7 p.m.–11 p.m. 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 final four weeks take place in person at the Lehighton training facility for live calls and hands-on troubleshooting. Training hours may differ from the assigned shift, and schedules will be discussed during an interview. Call center employees are required to work in the office a number of days per month, determined by performance metrics. Work-from-home equipment is provided and must connect directly to the home router.

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.
A quiet, dedicated home office space for working during shifts.
Working knowledge of Microsoft Office programs and Outlook.
Excellent oral and written communication skills.
Strong computer skills.
Regular, consistent, and punctual attendance, with availability to work overtime when needed.
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.

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 questions and problems to support first-call resolution.
Resolve 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 for existing customers.
Contribute positively to team culture.
Maintain product knowledge and participate in training and coaching sessions.
Achieve established goals and performance metrics.
Perform other duties as assigned.