Retail Customer Experience Specialist

Pencor Services•Dingman Township, PA

5d•Hybrid

About The Position

Blue Ridge Communications is seeking a Customer Experience Specialist to build and maintain trusted relationships with customers and represent the company as a brand ambassador. The role supports customers over the phone and at a retail counter, delivering a consistently pleasant experience through caring, practical, professional, and polite interactions. The specialist helps customers understand Blue Ridge services and technology, answers questions about billing, installation, and service, and seeks to resolve issues promptly while following company policies and guidelines. The position operates in a busy contact center environment and requires strong listening, communication, and people skills, a positive demeanor, and the ability to learn a variety of skills and platforms. 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 schedules may differ from the regular shift. During training, employees need a high-speed data connection of at least 400 Mbps download and a quiet, dedicated workspace. Blue Ridge provides work-from-home equipment, which must connect directly to the home router. After training, Retail Agents must travel to and work from their local office during their shift. The expected next training class is January 11, 2027.

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.
For training, access to a high-speed data connection with at least 400 Mbps download and a quiet, dedicated office space.
Ability to work overtime if needed.

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 where possible.
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 resolving issues during the first interaction.
Resolve customer complaints and concerns through active listening, empathy, professionalism, and problem-solving.
Assist customers by phone and at the retail counter.
Work from the local BRC office during assigned shifts after training and travel to the Lehighton Call Center for training or as needed.