Customer Experience Specialist (Part-Time)

Pencor Services•Stroud Township, PA

About The Position

Blue Ridge Communications is seeking a part-time Customer Experience Specialist to build and maintain trusted relationships with customers. The role supports customers by phone and at the counter, providing a pleasant, caring, and practical experience while helping them understand and get the most from the company’s internet, phone, and video services. Specialists respond to questions about bills, installations, and service, and represent the Blue Ridge brand in each interaction. This role requires a positive, tactful, approachable, and goal-oriented person with strong listening and communication skills who can balance customer care with company policies and guidelines. The successful candidate will learn a variety of skills and platforms in a busy contact center environment. The team provides weekly coaching with a dedicated leader and ongoing training and growth opportunities. The next training class is expected to start January 11, 2027. Training lasts 4–5 weeks and covers billing and troubleshooting; specific training schedules are discussed during the interview. Part-time schedules include various shift options that require working Saturday and Sunday plus two other days during the week. Call center positions require a number of in-office days per month, depending on performance metrics. To work from home, employees must have a high-speed data connection with at least 400 Mbps download speed and a quiet, dedicated office space. Blue Ridge provides work-from-home equipment, which must connect directly to the back of the employee’s home router. Employees must reside in Pennsylvania and 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 the team.
For work-from-home shifts, a high-speed data connection with a minimum of 400 Mbps download speed and a quiet, dedicated office space.
Part-time schedules require working Saturday and Sunday plus two other days during the week.

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 over the phone, aiming to resolve issues in a single interaction and communicate information clearly and concisely.
Educate customers about product and service features and benefits, and promote self-service options.
Explain account information and focus on first-call resolution by taking ownership of customer interactions and resolving questions and problems.
Resolve customer complaints and concerns using active listening, empathy, professionalism, and problem-solving.
Consult with customers about products, make recommendations based on their needs and interests, identify buying signals, ask for the sale, reinforce value to existing customers, and deliver high-quality interactions.
Contribute positively to team culture.
Maintain product knowledge and participate in training and coaching sessions.
Achieve established goals and performance metrics; monthly performance goals must be met to qualify for the work-from-home program.