OMNI Customer Experience Specialist

Pencor Services•Lehighton, PA

6d•Hybrid

About The Position

Blue Ridge Communications is seeking an OMNI Customer Experience Specialist to build and maintain trusted relationships with customers and provide support as a brand ambassador. The role primarily provides phone support, with chat and email support when demand rises, and requires switching among these channels as needed. Customer interactions may also take place at a counter. The specialist helps customers with billing, installation, service, and technology questions, explains Blue Ridge products and services, and works to deliver a pleasant, professional, and practical customer experience while following company policies and guidelines. The position is associated with various shift options, including a Tuesday–Saturday schedule. A 10-week paid training program is expected to start January 11, 2027. Training schedules may differ from regular shifts and will be discussed during the interview. Six weeks of training take place at home with live trainers and classmates in a dedicated workspace; four weeks take place in person at the Lehighton training facility for live calls and hands-on troubleshooting. OMNI employees must reside in Pennsylvania and should expect a required number of in-office days per month, determined by performance metrics. Work-from-home participation depends on meeting monthly performance goals. Employees must have a high-speed data 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 back of the employee’s home router. The role may require travel to a local office and the Lehighton Call Center.

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 a local office and the Lehighton Call Center as needed.
High-speed data connection with a minimum download speed of 400 Mbps and a quiet, dedicated home office space.
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

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 customer questions and problems 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, reinforce the value of services, and deliver high-quality interactions.
Maintain regular, consistent, and punctual attendance and work overtime when needed.
Contribute positively to team culture.
Maintain product knowledge and actively participate in training and coaching.
Achieve established goals and performance metrics, including monthly goals required to qualify for the work-from-home program.
Other duties as assigned.