Retail Customer Experience Specialist (Hybrid)

Pencor Services•Pocono Summit, PA

4d•Hybrid

About The Position

Blue Ridge Communications is seeking a hybrid Retail Customer Experience Specialist to build and maintain trusted customer relationships through phone and in-person retail-counter interactions. The role supports customers with billing, troubleshooting, retention, sales, account inquiries, and guidance on Blue Ridge products and services, including high-speed internet, mobile, home phone, and video. The specialist is expected to provide a pleasant, professional experience, resolve issues effectively, explain product features and account information, and recommend solutions suited to customers’ needs. Hybrid agents work regularly at their assigned retail office and may be scheduled to work from home when they are not needed at the office; work-from-home days depend on performance. Applicants must reside in Pennsylvania. The stated shift is Tuesday through Saturday, 8 a.m. to 5 p.m. The next training class is expected to begin January 11, 2027, and training lasts 11 weeks. The first six weeks are conducted from home with live trainers and classmates, the following four weeks take place in person at the Lehighton training facility, and the final week covers in-person counter training at the local retail office. Training hours may differ from the regular shift. For at-home training, employees need a high-speed data connection with at least 400 Mbps download speed and a quiet, dedicated workspace. Blue Ridge provides work-from-home equipment, which must connect directly to the back of the employee’s home router. The position requires the ability to lift and carry up to 30 pounds, including equipment boxes. Employees should be dependable and able to work overtime if needed. Blue Ridge describes a supportive culture with weekly coaching and ongoing training opportunities.

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 innovative changes.
Ability to lift and carry up to 30 pounds.
Ability to regularly work at the local Blue Ridge Communications office as scheduled.
Ability to travel to the Lehighton Call Center for training or as needed.
For at-home training, access to a high-speed data connection with at least 400 Mbps download speed and a quiet, dedicated workspace.

Nice To Haves

Previous customer service and/or sales experience.
Spanish bilingual ability.

Responsibilities

Support customers with billing, troubleshooting, retention, and sales interactions.
Troubleshoot and resolve technical problems and general account inquiries in a single 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 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.
Consult with customers about product features and benefits and make recommendations based on their needs and interests.
Recognize buying signals, ask for the sale, reinforce the value of services to existing customers, and deliver high-quality interactions.
Explain account information and 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’s physical appearance to ensure it is clean and well-stocked.
Perform other duties as assigned.