Customer Experience Specialist (Split-Shift)

Pencor Services•Stroud Township, PA

6d•Hybrid

About The Position

Blue Ridge Communications is seeking a Customer Experience Specialist to build and maintain trusted relationships with customers and represent the company as a brand ambassador. The role supports customers by phone and at the counter, providing a consistently pleasant experience through a caring, practical, professional, and polite approach. Specialists answer questions about billing, installation, and service, help customers understand and get the most from Blue Ridge products and technology, and resolve issues while following company policies and guidelines. The position is part of a busy contact center team that values approachability, teamwork, learning, and continuous improvement. Employees receive weekly coaching from a dedicated leader and ongoing training. The split-shift schedule consists of two four-hour shifts with a four-hour break between them; the currently available schedule is 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 final four weeks are in person at the Lehighton training facility for live calls and hands-on troubleshooting. Training hours may differ from the regular schedule, and specific training schedules are discussed during the interview. Employees must reside in Pennsylvania. Call center positions require a number of in-office days each month, determined by performance metrics. For work from home, employees need 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 be connected directly to the back of the employee’s home router. Employees must be able to travel to their local office and the Lehighton Call Center as needed, and must be available for overtime when needed.

Requirements

High school diploma or GED.
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.
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 the Lehighton Call Center as needed.
Must have a high-speed data connection with a minimum download speed of 400 Mbps and a quiet, dedicated workspace for work-from-home shifts.
Must be willing to work as part of the 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 interactions to answer questions and resolve problems on the first call.
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 the value of services to existing customers.
Contribute positively to the team culture.
Maintain product knowledge and participate in training and coaching sessions.
Meet established goals and performance metrics, including monthly performance goals for eligibility for the work-from-home program.
Perform other duties as assigned.