OMNI Customer Experience Specialist

Pencor Services•Stroud Township, PA

6d•$17•Hybrid

About The Position

Blue Ridge Communications is seeking an OMNI Customer Experience Specialist to build and maintain trusted relationships with customers. The role primarily provides phone support, with chat and email support when volume rises; specialists must be able to move among all three channels as demand requires. The position supports customers with billing, repairs, retention, sales, technical troubleshooting, and general account inquiries. Specialists are expected to resolve issues in a single interaction when possible, explain services clearly, and deliver a pleasant, professional, and practical customer experience while following company policies and guidelines. The role combines customer care with product consultation and sales. Specialists educate customers about product features, benefits, and self-service options, make recommendations based on customer needs, and address concerns with active listening, empathy, and problem-solving. They work toward established monthly goals and performance metrics, contribute positively to the team, and participate in ongoing training and coaching. Meeting performance goals is required to qualify for the work-from-home program. The next paid training class is expected to start January 11, 2027, and lasts 10 weeks. Six weeks are conducted at home with live trainers and classmates in a dedicated workspace; four weeks are in person at the training facility in Lehighton for live calls and hands-on troubleshooting. Training hours may differ from the regular accepted shift, and specific schedules will be discussed during an interview. OMNI employees are required to work a number of in-office days per month, with the number dependent on performance metrics. 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.
Working knowledge of Microsoft Office programs and Outlook.
Strong computer skills.
Excellent oral and written communication skills.
Ability to provide regular, consistent, and punctual attendance and work overtime when needed.
Ability to build positive rapport quickly with customers.
Ability to travel to the local office and Lehighton Call Center as needed.
High-speed data connection with a minimum download speed of 400 Mbps.
Quiet, dedicated office space for working during shifts.
Ability to connect Blue Ridge-provided work-from-home equipment directly to the back of the home router.

Nice To Haves

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

Responsibilities

Provide support for customer 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 questions and problems, with a focus on first-call resolution.
Resolve customer complaints and concerns through active listening, empathy, professionalism, and problem-solving.
Act as a product consultant by communicating features and benefits, making recommendations based on customer needs, identifying buying signals, asking for the sale, and reinforcing value to existing customers.
Maintain regular, consistent, and punctual attendance and be available to work overtime when needed.
Contribute positively to team culture.
Maintain product knowledge and actively participate in training and coaching sessions.
Achieve established goals and performance metrics; meet monthly performance goals to qualify for the work-from-home program.
Provide phone support and shift to chat and email support as demand requires.
Perform other duties as assigned.