Retail Customer Experience Specialist (Hybrid)

Pencor Services•Lehighton, PA

10d•Hybrid

About The Position

Blue Ridge Communications is seeking a Hybrid Customer Experience Specialist to build and maintain trusted relationships with customers through phone support and in-person retail counter service. The role serves as a brand ambassador and focuses on providing a pleasant, professional, and practical customer experience while helping customers understand Blue Ridge products and services, including high-speed internet, mobile, home phone, and video services. The position handles customer questions about billing, installation, and service; troubleshoots technical and account issues; and helps customers select, use, and get the most from available products and technology. It also includes sales and retention interactions, payment processing, equipment handling, and maintaining a clean and stocked retail location. Hybrid agents work regularly at their assigned retail office and may be scheduled to work from home when not needed at the office; work-from-home days depend on performance. The next training class is expected to start January 11, 2027. Training lasts 11 weeks: six weeks at home with live trainers and classmates, four weeks in person at the Lehighton training facility, and one week of in-person counter training at the local retail office. Training hours may differ from the regular shift, and the specific training schedule will be discussed during the interview. Work-from-home training requires a quiet, dedicated workspace and a high-speed data connection with at least 400 Mbps download speed. Blue Ridge provides equipment that must connect directly to the back of the home router.

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 following 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 regularly work in the local Blue Ridge Communications office as scheduled.
Ability to travel to the Lehighton Call Center for training or as needed.
For work-from-home training: a quiet, dedicated workspace and a high-speed data connection with a minimum download speed of 400 Mbps.
Dependability and ability to work overtime if needed.

Nice To Haves

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

Responsibilities

Support Blue Ridge customers with billing, troubleshooting, retention, and sales interactions.
Troubleshoot and resolve technical problems and general account inquiries in a single customer interaction where possible.
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.
Recommend appropriate products and solutions, including upgrades, self-installs, and equipment swaps.
Track and process payments, provide receipts, and complete cash and check deposits in accordance with cash-handling procedures.
Communicate product features and benefits, make recommendations based on customer needs, identify buying signals, ask for the sale, and reinforce value to existing customers.
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.
Provide equipment boxes to customers, including boxes weighing up to 30 pounds.
Inspect the store to ensure it is clean and well-stocked.
Perform other duties as assigned.