OMNI Customer Experience Specialist (Overnight Shift)

Pencor Services•Stroud Township, PA

1d•Remote

About The Position

The OMNI position is a Phone Support role with Chat & Email Support when volume rises. This position requires the ability to swivel between all three whenever the demand is great. The next paid training class is expected to start on July 13, 2026. Training hours may differ from the regular assigned/accepted shift. Specific training schedules will be discussed during the job interview, if one is conducted. Training is 10 weeks in total: 6 weeks are conducted at home with live trainers and classmates in your dedicated workspace, and 4 weeks will be conducted in-person at our training facility in Lehighton to cover live calls and hands-on troubleshooting. For all OMNI Overnight Positions, training is conducted during day shift. After the 10 weeks of training, there will be a 1-week transition period before going to the overnight shift. The week transition will be day shift to allow an adjustment period of being on the phones before starting your overnight shift. Our passion at Blue Ridge is to keep our community connected through reliable High-Speed Internet (with HomeFi), Phone, and Video (HD & TiVo) Technology. Servicing Northeastern Pennsylvania, we work hard every day to connect our customers to the people, places, and things that matter the most in their lives. We are currently seeking a Customer Experience Specialist, to help us build and maintain trusted relationships with our valued customers. With each interaction, you get the opportunity to work as a brand ambassador and assist our customers over the phone, and at our counter. Your primary responsibility is to deliver a pleasant experience consistently to our customers by demonstrating a caring and practical approach with each interaction. The products and services we offer enable customers to stay connected to the people and things that matter most to them. Helping customers to understand how our services work and how they can get the most out of the technology is important. When they have questions about their bill, installation, or service we answer those promptly, professionally, and politely. Each customer interaction is important. We exist because of our customers and it is important that we connect with each one so they know we value the relationship we have with them and appreciate that they chose Blue Ridge. Our ideal candidate must maintain a positive demeanor and know how to tactfully respond to situations. The position requires the skill and personality to respectfully care for our valued customers while keeping our company’s policies and guidelines in perspective. It is essential to have good listening and communication skills while staying approachable to ensure a comfortable experience for our customers. The right candidate will have a humble yet goal-oriented nature ready to learn a variety of skills, and platforms, to be successful in a busy contact center environment. Strong people skills are necessary, as well as a strong desire to improve and create new solutions. We are looking for this candidate to have a passion for customer service and working for Blue Ridge. Our Contact Center Teams are diverse and uphold a personality of fun, caring, approachable, yet practical to deliver results. Our brand promise is, “To Deliver a Trusted and Valued Connection – Always!” Our culture is rich with learning and growth opportunities. We provide weekly coaching with your dedicated leader and continuous training opportunities to ensure you feel supported in reaching your career goals. We are seeking dependability from our team members, with the ability to work overtime if needed.

Requirements

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; 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