Retail Customer Experience Specialist (Hybrid)

Pencor Services•Stroudsburg, PA

4d•Hybrid

About The Position

Blue Ridge Communications is seeking a hybrid Retail Customer Experience Specialist to build and maintain trusted relationships with customers through phone and in-person retail counter interactions. The role supports customers with billing questions, troubleshooting, account inquiries, retention, and sales. The specialist is expected to provide a consistently pleasant, caring, practical, and professional experience while helping customers understand Blue Ridge products and services and make the most of their technology. The position combines work at an assigned local retail office with work from home when the agent is not needed at the office. Hybrid agents must be Pennsylvania residents and are scheduled to work from home based on performance and office needs. The regular shift is Sunday through Thursday, 8:00 a.m. to 5:00 p.m. The next training class is expected to start January 11, 2027. 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 in-person counter training at the local retail office. Training hours may differ from the regular shift, and specific schedules are discussed during the interview. For the at-home training period, 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 home router. The ideal candidate has a positive demeanor, strong listening and communication skills, and the ability to respond tactfully and respectfully while following company policies. The role requires dependability, teamwork, a willingness to learn varied skills and platforms, and the ability to work overtime if needed. Blue Ridge describes its customer care culture as diverse, fun, caring, approachable, and practical, and provides weekly coaching and ongoing training.

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 changes.
Ability to perform duties while adhering to company policies and procedures.
Ability to create solutions and implement changes that display innovation.
Ability to lift and carry up to 30 pounds.
Ability to work regularly in 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, a high-speed data connection with a minimum download speed of 400 Mbps and a quiet, dedicated office space.
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 interaction whenever 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.
Track and process payments, provide receipts for transactions, and complete cash and check deposits according to proper cash-handling procedures.
Consult with customers about product features and benefits, make recommendations based on their needs and interests, identify buying signals, ask for the sale, and reinforce value to existing customers.
Explain account information with a focus on resolving customer needs during the first interaction.
Resolve customer complaints and concerns through active listening, empathy, professionalism, and problem-solving.
Provide equipment boxes to customers, including boxes weighing up to 30 pounds.
Inspect the store’s physical appearance to ensure it is clean and well-stocked.
Work regularly at the assigned local retail office as scheduled and travel to the Lehighton Call Center for training or as needed.
Perform other duties as assigned.