OMNI Customer Experience Specialist

Pencor Services • Stroudsburg, PA

1d • Hybrid

About The Position

Blue Ridge Communications is seeking an OMNI Customer Experience Specialist to build and maintain trusted relationships with customers and provide a consistently pleasant experience. The role primarily provides phone support, with chat and email support when volume rises; employees must be able to switch among these channels as demand requires. The position may also involve assisting customers at a counter. The specialist answers questions about billing, installation, and service; explains how products and services work; and helps customers get the most from their technology. This includes handling billing, repair, retention, and sales calls, troubleshooting technical problems and account inquiries, resolving concerns, and promoting products and self-service options. The role requires a caring, practical, professional approach, active listening, clear communication, and ownership of customer interactions to support first-call resolution.

The position is based on working from home, with in-office days required each month. The number of office days depends on performance metrics. Work-from-home equipment is provided and must connect directly to the employee’s home router. Employees must have established Pennsylvania residency, a high-speed data connection with at least 400 Mbps download speed, and a quiet, dedicated workspace. Training lasts 10 weeks: six weeks at home with live trainers and classmates, followed by four weeks in person at the Lehighton training facility for live calls and hands-on troubleshooting. Training hours may differ from the regular shift; specific schedules are discussed during the interview. The next paid training class is expected to start January 11, 2027.

Blue Ridge describes its contact center culture as fun, caring, approachable, and practical, and offers weekly coaching with a dedicated leader and continuous training opportunities. The company expects dependable attendance and availability for overtime when needed. Monthly performance goals must be met to qualify for the work-from-home program.

Requirements

• High school diploma or GED.
• Established residency in Pennsylvania.
• Valid Pennsylvania driver’s license and a good driving record.
• High-speed data connection with a minimum download speed of 400 Mbps.
• Quiet, dedicated office space for working during shifts.
• Ability to work required in-office days; the number of days depends on performance metrics.
• Ability to travel to the local office and Lehighton Call Center as needed.
• 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 work in a busy contact center environment and switch among phone, chat, and email support as demand requires.

Nice To Haves

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

Responsibilities

• Provide support to Blue Ridge customers 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 own customer interactions to support first-call resolution.
• 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.
• Switch among phone, chat, and email support as demand requires, and assist customers at the counter as needed.
• Maintain regular, consistent, and punctual attendance, and be available for overtime when needed.
• Contribute positively to the team culture and maintain product knowledge by participating in training and coaching.
• Meet established monthly goals and performance metrics.
• Travel to the local office and Lehighton Call Center as needed.
• Perform other duties as assigned.

Benefits

• Health insurance package for full-time employees.
• Paid time off.
• Tuition reimbursement.
• Employee referral program.
• Paid training.
• Weekly coaching with a dedicated leader and continuous training opportunities.

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED