OMNI Customer Experience Specialist

Pencor Services•Lehighton, PA

1d•Hybrid

About The Position

Blue Ridge Communications is seeking an OMNI Customer Experience Specialist to build and maintain trusted relationships with customers. The role is primarily phone support, with chat and email support as needed when volume rises; employees must be able to move among all three channels as demand requires. The position may also involve assisting customers at a counter. The specialist serves as a brand ambassador, providing a pleasant, professional, and practical customer experience while helping customers understand Blue Ridge services and technology and resolving questions about billing, installation, and service. The role is based on an OMNI work arrangement with work-from-home equipment supplied by Blue Ridge. Employees must have an established Pennsylvania residence, a high-speed data connection with at least 400 Mbps download speed, and a quiet, dedicated workspace. Equipment must be connected directly to the home router. OMNI employees are required to work in the office a number of days per month based on performance metrics, and must be able to travel to their local office and the Lehighton Call Center as needed. Paid training is expected to begin January 11, 2027, and lasts 10 weeks. Six weeks are conducted at home with live trainers and classmates, followed by four weeks in person at the Lehighton training facility to cover live calls and hands-on troubleshooting. Training hours may differ from the regular assigned shift; specific schedules are discussed during the interview. Employees receive weekly coaching with a dedicated leader and continuous training opportunities. The company expects dependability and availability 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.
Strong computer skills.
Strong oral and written communication skills.
Ability to build positive rapport quickly with customers.
Ability to maintain regular, consistent, and punctual attendance and work overtime when needed.
Ability to travel to the local office and Lehighton Call Center as needed.
High-speed data connection with a minimum of 400 Mbps download speed.
Quiet, dedicated home office space and ability to connect company-provided equipment directly to the home router.
Ability to handle phone support and switch to chat and email support when demand requires.
Ability to attend the required 10-week training, including four weeks in person at the Lehighton facility.

Nice To Haves

Previous customer service and/or sales experience.
Bilingual Spanish.

Responsibilities

Provide customer support 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.
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 support first-call resolution.
Resolve customer 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 the value of services to existing customers.
Maintain regular, consistent, and punctual attendance and be available for overtime when needed.
Contribute positively to team culture.
Maintain product knowledge and actively participate in training and coaching.
Meet established goals and monthly performance metrics, including those required to qualify for the work-from-home program.
Perform other duties as assigned.