Retail Customer Experience Specialist

Pencor Services•Penn Township, PA

5d•Hybrid

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, assisting customers over the phone and at a retail counter. The primary focus is to provide a consistently pleasant experience through caring, practical, professional, and polite interactions. The specialist helps customers understand Blue Ridge services and technology, and promptly addresses questions about billing, installation, and service. The position is part of a busy contact center and retail operation. The successful candidate maintains a positive, approachable demeanor, listens and communicates effectively, follows company policies, and works to resolve customer needs in a single interaction. The role includes an 11-week training program: six weeks at home with live trainers and classmates, four weeks in person at the Lehighton training facility, and one week of counter training at the local retail office. Training hours may differ from the assigned shift. After training, Retail Agents must travel to and work from their local office during their shift. Work-from-home training requires a quiet, dedicated workspace and high-speed internet with at least 400 Mbps download; equipment is provided and must connect directly to the home router. The listed schedules are Sunday–Thursday or Tuesday–Saturday, 8:00 a.m.–5:00 p.m. Candidates must reside in Pennsylvania, be able to travel to the Lehighton Call Center for training or as needed, and be able to lift and carry up to 30 pounds. Overtime may be needed.

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 after training.
Ability to travel to the Lehighton Call Center for training or as needed.
Ability to work overtime if needed.
For the at-home training portion, access to a high-speed data connection with at least 400 Mbps download and a quiet, dedicated office space.

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.
Communicate information and directions to customers in an organized and concise manner.
Match products to customer needs through upgrades, self-installs, and equipment swaps.
Follow cash-handling procedures, track and process payments, provide receipts, and complete 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.