Retail Customer Experience Specialist (Hybrid)

Pencor Services•Ephrata, PA

10d•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 represents Blue Ridge and delivers a consistently pleasant customer experience by responding to questions about billing, installation, and services in a caring, practical, professional, and polite manner. The specialist helps customers understand and make the most of Blue Ridge’s High-Speed Internet, Blue Ridge Mobile, Home Phone, and Video services. The position combines customer care, technical troubleshooting, account support, retention, and sales in a busy retail environment. It requires a positive and approachable demeanor, strong listening and communication skills, respect for company policies, and a willingness to learn multiple skills and platforms. The role includes regular staffing at an assigned retail office, with work-from-home scheduling dependent on office needs and performance. The next training class is expected to start January 11, 2027, and training lasts 11 weeks. The first six weeks are conducted from home with live trainers and classmates in a dedicated workspace. The following four weeks take place in person at the Lehighton training facility for live calls and hands-on troubleshooting. The final week covers in-person counter training at the local retail office. Training hours may differ from the regular assigned shift, and specific schedules are discussed during an interview. Work-from-home equipment is provided and must connect directly to the back of the employee’s home router. A high-speed connection with at least 400 Mbps download speed and a quiet, dedicated office space are required for 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 demonstrate innovation.
Ability to lift and carry up to 30 pounds.
Ability to work regularly at the local Blue Ridge Communications office as scheduled and travel to the Lehighton Call Center for training or as needed.
For training, a high-speed data connection with at least 400 Mbps download speed and a quiet, dedicated office space are required.

Nice To Haves

Previous customer service and/or sales experience.
Bilingual Spanish.

Responsibilities

Provide customer support for billing, troubleshooting, retention, and sales interactions.
Troubleshoot and resolve technical problems and general account inquiries during a single customer interaction where possible, communicating information and directions clearly and concisely.
Educate customers about product and service features and benefits, and promote self-service options.
Recommend products and solutions suited to customers, including upgrades, self-installs, and equipment swaps.
Track and process payments, provide receipts for transactions, and complete cash and check deposits in accordance with proper cash-handling procedures.
Communicate product features and benefits, recommend solutions based on customer needs and interests, identify buying signals, ask for the sale, and reinforce the value of services 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, including boxes weighing up to 30 pounds.
Inspect the store to ensure it is clean and well-stocked.
Perform other duties as assigned.