Retail Customer Experience Specialist (Hybrid)

Pencor Services•Tunkhannock, PA

10d•Hybrid

About The Position

Blue Ridge Communications is seeking a hybrid Retail Customer Experience Specialist to build and maintain trusted customer relationships through phone support and in-person retail counter service. The role represents the company as a brand ambassador and delivers pleasant, professional, and practical customer experiences. Specialists help customers understand Blue Ridge services and technology, answer questions about bills, installations, and service, and support billing, troubleshooting, retention, and sales needs. The position combines work at an assigned retail office with work-from-home days when the agent is not needed at the office; remote days depend on performance. Candidates must reside in Pennsylvania and be able to work regularly at their local office. The role requires a quiet, dedicated workspace and a home high-speed data connection with at least 400 Mbps download for training. Blue Ridge provides work-from-home equipment, which must connect directly to the home router. Training is 11 weeks. The first six weeks are conducted at home with live trainers and classmates, the following four weeks are in person at the Lehighton training facility for live calls and hands-on troubleshooting, and the final week is in person at the local retail office for counter training. Training is expected to begin January 11, 2027, and training hours may differ from the regular assigned shift; specific schedules are discussed during the interview. The scheduled hybrid shift is Tuesday through Saturday, 8:00 a.m. to 5:00 p.m. Team members may need to work overtime. The role involves handling customer payments and equipment boxes and requires lifting and carrying up to 30 pounds, as well as travel to the Lehighton Call Center for training or as needed.

Requirements

High school diploma or GED.
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 and adapt to change.
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 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 400 Mbps download speed.
Ability to work the Tuesday–Saturday, 8:00 a.m.–5:00 p.m. shift and overtime if needed.

Nice To Haves

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

Responsibilities

Provide customer support for billing, troubleshooting, retention, and sales interactions.
Troubleshoot and resolve technical problems and general account inquiries in a single interaction where possible, and communicate information and directions clearly and concisely.
Educate customers about product and service features and benefits, and promote self-service options.
Recommend suitable products and solutions, including upgrades, self-installs, and equipment swaps.
Follow cash-handling procedures by tracking and processing payments, issuing receipts, and completing cash and check deposits.
Consult with customers about product features and benefits, recommend options based on their needs, identify buying signals, ask for the sale, reinforce value to existing customers, and deliver a high-quality interaction.
Explain account information with a focus on first-interaction resolution.
Resolve complaints and concerns through active listening, empathy, professionalism, and problem-solving.
Provide equipment boxes to customers.
Inspect the store to ensure it is clean and well-stocked.
Perform other duties as assigned.