Retail Customer Experience Specialist (Hybrid)

Pencor Services • Stroud Township, PA

10d • Hybrid

About The Position

Blue Ridge Communications is seeking a hybrid Retail Customer Experience Specialist to build and maintain trusted relationships with customers. The role serves as a brand ambassador, supporting customers by phone and at a retail counter. The specialist delivers a consistently pleasant experience by responding to questions about bills, installations, and services with care, practical guidance, and professionalism. The role also helps customers understand Blue Ridge products and make the most of the available technology.

The position combines customer care, technical troubleshooting, account support, retention, and sales in a busy retail environment. Candidates should be approachable, positive, tactful, goal-oriented, and eager to learn. Blue Ridge provides weekly coaching and ongoing training. Hybrid agents regularly work at their assigned retail office and may work from home when not needed at the office; work-from-home days depend on performance.

Training is 11 weeks. The first six weeks are conducted at home with live trainers and classmates in a dedicated workspace; the next four weeks are in person at the training facility in Lehighton for live calls and hands-on troubleshooting; and the final week is in person at the local retail office for counter training. Training hours may differ from the regular shift, and specific schedules are discussed during an interview. Work-from-home training requires a high-speed connection with at least 400 Mbps download and a quiet, dedicated office space. Blue Ridge provides work-from-home equipment, which must connect directly to the back of the home router. The next training class is expected to start January 11, 2027.

Applicants must reside in Pennsylvania, hold a valid Pennsylvania driver's license with a good driving record, be able to work regularly at their local office as scheduled, and travel to the Lehighton Call Center for training or as needed. The job requires lifting and carrying items weighing up to 30 pounds. The stated schedule is Sunday through Thursday, 8:00 a.m. to 5:00 p.m., with overtime availability if 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 in accordance with 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 at 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: high-speed internet with at least 400 Mbps download and a quiet, dedicated workspace.
• 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.
• Follow cash-handling procedures, track and process payments, provide receipts, and complete cash and check deposits.
• Act as a product consultant by explaining features and benefits, recommending options based on customer needs, identifying buying signals, asking for the sale, and reinforcing 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.
• Inspect the store to ensure it is clean and well-stocked.
• Perform other duties as assigned.

Benefits

• Health insurance package for full-time employees.
• Paid time off.
• Tuition reimbursement.
• Employee referral program.
• Weekly coaching with a dedicated leader.
• Continuous training opportunities.

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED