Retail Customer Experience Specialist

Pencor Services•Tunkhannock, 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 by phone and at a retail counter, providing a consistently pleasant experience through caring, practical, professional, and polite service. Specialists help customers understand Blue Ridge products and technology, respond to billing, installation, and service questions, and resolve issues while following company policies and guidelines. The role serves customers of Blue Ridge’s high-speed internet, mobile, home phone, and video services. It includes customer support, sales and retention conversations, account assistance, technical troubleshooting, payment processing, and education about products and self-service options. The position requires working from a local retail office after training, as well as completing an 11-week training program. 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 Lehighton training facility; and the final week includes counter training at the local retail office. Training schedules may differ from regular shifts. Work-from-home training requires a quiet, dedicated office space and a high-speed data connection with at least 400 Mbps download; Blue Ridge provides equipment that must connect directly to the home router. The listed shift options are Sunday–Thursday or Tuesday–Saturday, 8:00 a.m.–5:00 p.m. Team members are expected to be dependable and able to work overtime if needed. The next training class is expected to start January 11, 2027. Applicants must reside in Pennsylvania and be able to travel to and work from their local office after training.

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 changes.
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 Blue Ridge Communications office as required after training.
Ability to travel to the Lehighton Call Center for training and as needed.
For work-from-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 customer interaction, and communicate 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 for transactions, 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 while delivering a pleasant and valued customer experience.
Follow company policies, guidelines, and procedures while supporting customers.