Retail Customer Experience Specialist (Hybrid)

Pencor Services•Ephrata, 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 represents the company as a brand ambassador and provides a consistently pleasant, practical, and caring customer experience while following company policies and guidelines. Specialists help customers understand and make the most of Blue Ridge’s internet, mobile, home phone, and video services, and respond professionally to questions about billing, installation, and service. Hybrid agents must reside in Pennsylvania and will work regularly at their assigned retail office. They may be scheduled to work from home when not needed at the office; work-from-home days depend on performance. The expected shift is Sunday through Thursday, 8:00 a.m. to 5:00 p.m. Training is 11 weeks: six weeks at home with live trainers and classmates, four weeks in person at the Lehighton training facility, and one week of in-person counter training at the local retail office. Training hours may differ from the regular shift. Remote training requires a quiet, dedicated workspace and a high-speed data connection with at least 400 Mbps download speed. Blue Ridge provides work-from-home equipment, which must connect directly to the home router. The company offers weekly coaching with a dedicated leader and ongoing training opportunities. Full-time employees are offered health insurance, paid time off, tuition reimbursement, and an employee referral program. Employees are expected to be dependable and able to work overtime if 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 following 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 scheduled.
Ability to travel to the Lehighton Call Center for training or as needed.
Ability to work overtime if needed.
For work-from-home training: access to a high-speed data connection with at least 400 Mbps download speed and a quiet, dedicated workspace; provided equipment must connect directly to the home router.

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 when 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, and complete cash and check deposits according to proper cash-handling procedures.
Consult with customers about products, 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 issues during the first interaction.
Resolve customer complaints and concerns through active listening, empathy, professionalism, and problem-solving.
Provide equipment boxes to customers; boxes may weigh up to 30 pounds.
Inspect the store to ensure it is clean and well-stocked.
Perform other duties as assigned.