Retail Customer Experience Specialist

Pencor Services•Carbondale, PA

About The Position

Blue Ridge Communications is seeking a Customer Experience Specialist to build and maintain trusted relationships with customers. The role serves as a brand ambassador, supporting customers by phone and at a retail counter. The primary goal is to provide a consistently pleasant experience through caring, practical, professional, and polite assistance. The specialist explains Blue Ridge services and technology, responds to questions about bills, installations, and service, and helps customers get the most from the products they use. The role requires a positive, tactful, approachable demeanor; strong listening and communication skills; and a customer-service focus balanced with company policies and guidelines. The successful candidate will be goal-oriented, willing to learn multiple skills and platforms, and able to work in a busy contact-center environment. The team provides weekly coaching and ongoing training. Training is 11 weeks. The first six weeks are conducted at home with live trainers and classmates in a dedicated workspace; the following four weeks take place in person at the Lehighton training facility for live calls and hands-on troubleshooting; and the final week includes counter training at the employee’s local retail office. Training hours may differ from the regular shift, and the specific schedule will be discussed during the interview. Work-from-home training requires a quiet, dedicated office space and a high-speed data connection with at least 400 Mbps download. Blue Ridge provides equipment, which must connect directly to the back of the employee’s home router. After training, retail agents must travel to and work from their local office during their shift. Pennsylvania residency is required.

Requirements

High school diploma or GED.
Established residency in Pennsylvania.
Valid Pennsylvania driver’s license and a good driving record.
Strong computer skills, including Microsoft Office programs and Outlook.
Excellent oral and written communication skills.
Willingness to work as part of a team.
Ability to build positive rapport quickly with customers.
Ability to multitask in a fast-paced environment and adapt to changes.
Ability to perform duties while adhering to company policies and procedures.
Ability to create solutions and implement changes that demonstrate innovation.
Ability to lift and carry up to 30 pounds.
Ability to work regularly in the local Blue Ridge Communications office as required and travel to the Lehighton Call Center for training or as needed.
For at-home training: a quiet, dedicated office space and a high-speed data connection with a minimum download speed of 400 Mbps; provided equipment must connect directly to the back of the home router.
Dependability and ability to work overtime if needed.

Nice To Haves

Previous customer service and/or sales experience.

Responsibilities

Support Blue Ridge customers with billing, retention, and sales calls.
Troubleshoot and resolve technical problems and general account inquiries during a single customer interaction where possible.
Communicate information and directions to customers in an organized and concise manner.
Recommend suitable products and solutions, including upgrades, self-installs, and equipment swaps.
Follow cash-handling procedures by tracking and processing payments, providing receipts for transactions, and completing cash and check deposits.
Educate customers about product and service features and benefits, and promote self-service options.
Explain account information with a focus on resolving issues during the first interaction.
Resolve customer complaints and concerns through active listening, empathy, professionalism, and problem-solving.
Work at the local retail office during assigned shifts after training and travel to the Lehighton Call Center for training or as needed.