Retail Customer Experience Team Lead

Pencor Services•Carbondale, PA

2d•Onsite

About The Position

Blue Ridge Communications is seeking a Retail Customer Experience Team Lead to support customer care teams through multiple channels. This role requires knowledge of company processes and services, with a strong focus on customer experience, a collaborative approach, and a business mindset. The ideal candidate will be a quick learner with strong work ethics, customer service experience, and working knowledge of call center technology. The Team Lead will assist in supporting team questions, implementing policies and procedures (compliance, performance metrics, team goals), and contributing to continuous improvement efforts. They will help foster a positive and empowering team culture aligned with the company's brand personality of creating a trusted and valued connection. The Lead will handle standard customer interactions during high call volume, assist with assigned duties, collaborate with peer leads, and participate in feedback sessions. Maintaining a positive demeanor and tactfully handling challenging situations are crucial. The position requires strong leadership and people skills, a desire for improvement, and a passion for customer service and Blue Ridge. The Contact Center Teams are described as fun, caring, approachable, and practical, delivering results based on the brand promise: "To Deliver a Trusted and Valued Connection – Always!" The company culture supports learning and growth with weekly coaching and continuous training. Dependability and schedule flexibility are expected.

Requirements

High School Diploma or G.E.D
Established residency in Pennsylvania
Valid PA Driver’s License and good driving record
Minimum of 1-year Telecommunications and/or Customer Service Experience
Working knowledge of iGlass, Five9, and CSR Controls
Working knowledge of BRC powered apps, equipment and services
Proficiency with Microsoft Office Suite, Adobe and PowerPoint
Proficiency using ICOMS/GUI /SLICC
Comfortable using Slack Channel preferred
Strong Order Entry Skills
Strong Coaching and Development Skills
Strong Sales & Retention Skills
Strong Communications Skills – Oral and Written
Strong Customer Service and Phone Soft Skills
Strong Problem Solving and Troubleshooting skills
Strong Time Management Skills
Strong Organizational Skills
Ability to work independently paired with good communication with peers and superiors
Ability to display strong teamwork
Ability to excel in a fast-paced environment
Ability to adapt to change and the changing needs of the company and departments
Ability to consistently portray a neat and professional appearance
Ability to represent a cooperative, professional and positive attitude towards customers, team members, peers and superiors
Ability to perform duties while adhering to company policies and procedures
Ability to create solutions and implement changes.
Ability to display innovation/creativity
Ability to work overtime when necessary
Ability to travel within our company service footprint as needed

Nice To Haves

Working knowledge of call center technology

Responsibilities

Providing support to team on Company Policies and Procedures
Customer Service
Sales and Retention
Career development
Coaching/Mentoring and assistance in providing reviews and feedback
Troubleshooting our services and equipment
Teaching all proprietary software and resources to staff
Development of new hires after training is complete
Compiling statistical reports
Attending required training for self-development
Sending out email notifications to staff on reminders, changes, or upgrades
Attending necessary meetings
WFM and scheduling assistance
Batching
Ensuring proper cash handling procedures are implemented through tracking and processing payments, providing receipts with each transaction, and completing cash and check deposits
Resolve customer complaints/concerns through active listening, empathy, professionalism, and problem-solving
Being physically able to lift and carry up to 30 lbs. of equipment boxes
Handling of escalated customer situations
Handling agent inquires through online Slack Channel, support email, and managers phone line
Tracking escalation questions from our team to identify trends for training/coaching purposes
Working Zendesk and social media responses
Maintaining work order entry knowledge with assisting customers during dedicated inbound times
Participating in leadership meetings
Conducting customer follow ups
Assisting with testing and feedback on new processes and products
Traveling to assist at local offices within our group at the counter as needed
Other duties as needed