Customer Experience Specialist (Split-Shift)

Pencor Services•Lehighton, PA

6d•Hybrid

About The Position

Blue Ridge Communications is seeking a Customer Experience Specialist to build and maintain trusted relationships with customers. The specialist serves as a brand ambassador, assisting customers by phone and at the counter with billing, installation, service, and technology questions. The role focuses on delivering a consistently pleasant, caring, practical, and professional experience while helping customers understand and get the most from Blue Ridge’s Internet, Phone, and Video products and services. The position is part of a busy contact center team. It requires learning a variety of skills and platforms, maintaining product knowledge, meeting monthly performance metrics, and participating in regular coaching and training. The listed split shift consists of two four-hour shifts with a four-hour break: Sunday–Thursday, 10 a.m.–2 p.m. and 7 p.m.–11 p.m. Training is expected to begin January 11, 2027 and lasts 10 weeks. The first six weeks are conducted at home with live trainers and classmates in a dedicated workspace; the remaining four weeks are in person at the Lehighton training facility. Training hours may differ from the assigned shift. Applicants must reside in Pennsylvania. Call center employees are required to work in the office a number of days per month, determined by performance metrics. To work from home, employees need a high-speed connection with at least 400 Mbps download speed and a quiet, dedicated workspace. Blue Ridge provides work-from-home equipment, which 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.
Willingness to work as part of the team.
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.
For remote work, a high-speed data connection with a minimum of 400 Mbps download speed and a quiet, dedicated office space; provided equipment must connect directly to the home router.

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 by 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 answer questions and resolve problems.
Resolve 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 the value of services to existing customers.
Contribute positively to team culture.
Maintain product knowledge and participate in training and coaching sessions.
Meet established goals and performance metrics, including monthly requirements to qualify for the work-from-home program.
Perform other duties as assigned.