Retail Customer Experience Specialist

Pencor Services•Blooming Grove Township, PA

5d•Hybrid

About The Position

Blue Ridge Communications is seeking a Customer Experience Specialist to build and maintain trusted relationships with customers through phone and in-person counter interactions. The role represents the company as a brand ambassador and aims to provide a consistently pleasant experience by responding to customer questions about billing, installation, services, and technology in a caring, practical, professional, and polite manner. The specialist helps customers understand Blue Ridge products and services, resolve account and technical issues, and make effective use of available technology and self-service options. The position is part of a busy contact center and retail environment. The successful candidate maintains a positive demeanor, listens attentively, communicates clearly, responds tactfully, and balances customer care with company policies and guidelines. The role involves learning a variety of skills and platforms, working with a team, and seeking solutions that improve the customer experience. After training, Retail Agents must travel to and work from their local office during their shift. The listed regular shift is Tuesday through Saturday, 8:00 a.m. to 5:00 p.m.; overtime may be needed. The 11-week training program is expected to begin January 11, 2027. The first six weeks are conducted at home with live trainers and classmates in a dedicated workspace; the following four weeks are in person at the training facility in Lehighton 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 specific schedules will be discussed during an interview. During at-home training, employees need a high-speed data connection with at least 400 Mbps download and a quiet, dedicated office space. Blue Ridge provides work-from-home equipment, which must connect directly to the back of the employee's home router. Candidates must reside in Pennsylvania, hold a valid Pennsylvania driver's license with a good driving record, and be able to lift and carry up to 30 pounds.

Requirements

High school diploma or G.E.D.
Established residency in Pennsylvania.
Valid Pennsylvania driver's license and 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 while adapting 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.
Ability to travel to the Lehighton Call Center for training or as needed.
Dependability and ability to work overtime if needed.
High-speed data connection with a minimum 400 Mbps download speed and a quiet, dedicated workspace for at-home training.

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 in a single customer interaction when possible, communicating information and directions in an organized and concise manner.
Recommend appropriate products and solutions, including upgrades, self-installs, and equipment swaps.
Follow proper 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 the customer's needs during the first interaction.
Resolve customer complaints and concerns through active listening, empathy, professionalism, and problem-solving.
Work from the local Retail office during assigned shifts after training and travel to the Lehighton Call Center for training or as needed.