Retail Customer Experience Specialist

Pencor Services•Stroud Township, PA

1d•Hybrid

About The Position

Blue Ridge Communications is seeking a Customer Experience Specialist to build and maintain trusted relationships with customers and provide support by phone and at a retail counter. The role represents the Blue Ridge brand and focuses on delivering a consistently pleasant customer experience through a caring, practical, professional, and customer-focused approach. Specialists explain billing, installation, and service information; help customers understand and use the company’s internet, mobile, home phone, and video services; and respond promptly and politely to questions and concerns. The role is based in a busy contact center environment and also requires working from the employee’s local retail office during the assigned shift after training. Training lasts 11 weeks: six weeks at home with live trainers and classmates, four weeks in person at the Lehighton training facility for live calls and hands-on troubleshooting, and one week of counter training at the local retail office. Training hours may differ from the regular shift. Employees must have a high-speed data connection with at least 400 Mbps download speed and a quiet, dedicated workspace at home during training. Blue Ridge provides work-from-home equipment, which must connect directly to the home router. The advertised shift is Tuesday through Saturday, 8:00 a.m. to 5:00 p.m. Employees are expected to be dependable and able to work overtime if needed. The position requires established residency in Pennsylvania, regular work at the local BRC office after training, travel to the Lehighton Call Center for training or as needed, and the ability to lift and carry up to 30 pounds.

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 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 work regularly in the local BRC office as required.
Ability to travel to the Lehighton Call Center for training or as needed.
Ability to work overtime if needed.
During training, access to a high-speed data connection with a minimum of 400 Mbps download speed and a quiet, dedicated home office space.

Nice To Haves

Previous customer service and/or sales experience.

Responsibilities

Provide customer support for billing, retention, and sales calls.
Troubleshoot and resolve technical problems and general account inquiries, aiming to resolve issues in a single interaction and maximize the customer experience.
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, 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 first-interaction resolution.
Resolve customer complaints and concerns through active listening, empathy, professionalism, and problem-solving.
Work with customers by phone and at the retail counter as a brand ambassador.
Follow company policies and procedures while delivering customer service.