Retail Customer Experience Specialist

Pencor Services•Ephrata, 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 and its internet, mobile, home phone, and video services, helping customers understand how services work and get the most out of the technology. The specialist responds to questions about billing, installation, and service with a caring, practical, professional, and polite approach, while following company policies and guidelines. This position works in a busy contact center environment and requires strong communication and listening skills, a positive and approachable demeanor, dependability, and a willingness to learn new skills and platforms. Retail agents must be Pennsylvania residents and travel to and work from their local office during their shift after training. The Tuesday–Saturday shift is 8:00 a.m.–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 take place in person at the Lehighton training facility for live calls and hands-on troubleshooting; and the final week includes counter training at a local retail office. Training hours may differ from the regular shift, and specific schedules are discussed during the interview. During at-home training, agents need a high-speed data connection with at least 400 Mbps download speed 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. Blue Ridge describes its contact center culture as fun, caring, approachable, and practical, with weekly coaching from a dedicated leader and ongoing training and growth opportunities. The company offers full-time employees health insurance, paid time off, tuition reimbursement, and an employee referral program.

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

Nice To Haves

Previous customer service and/or sales experience.

Responsibilities

Provide support to Blue Ridge customers for billing, retention, and sales calls.
Troubleshoot and resolve technical problems and general account inquiries in a single interaction where possible, communicating information and directions clearly and concisely.
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 resolving issues during the first interaction.
Resolve customer complaints and concerns through active listening, empathy, professionalism, and problem-solving.
Represent Blue Ridge positively and provide a pleasant customer experience over the phone and at the retail counter.