Retail Customer Experience Specialist (Hybrid)

Pencor Services • Coolbaugh Township, PA

6d • Hybrid

About The Position

Blue Ridge Communications is seeking a Hybrid Customer Experience Specialist to build and maintain trusted relationships with customers through phone and retail-counter interactions. The role supports customers with billing, installation, service, troubleshooting, retention, and sales questions, while providing a consistently pleasant, professional, and practical customer experience. The specialist helps customers understand Blue Ridge products and services and how to get the most from their technology, while following company policies and guidelines.

The position is based in a hybrid arrangement for Pennsylvania residents. Hybrid agents regularly work 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. The stated shift is Tuesday through Saturday, 8:00 a.m. to 5:00 p.m. The next training class is expected to begin 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 schedules will be discussed during an interview.

During at-home training, employees must have 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 role also involves handling customer equipment boxes weighing up to 30 pounds and traveling to the Lehighton Call Center for training or as needed.

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 regularly work in 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 a minimum 400 Mbps download speed and a quiet, dedicated workspace; provided equipment must connect directly to the back of the home router.
• 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 during 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 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.
• 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 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 remains 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 and learning and growth opportunities.

What This Job Offers

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