Retail Customer Experience Team Lead

Pencor Services•Carbondale, PA

1d•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. The position involves assisting teams with questions, implementing policies and procedures, supporting continuous improvement efforts, and fostering a positive team culture aligned with the company's brand personality. The Lead will also handle customer interactions during high call volumes, collaborate with peer leads, and participate in feedback sessions. Maintaining a positive demeanor, tactfully responding to challenging situations, and balancing customer care with company policies are essential. Strong leadership, people skills, and a passion for customer service are required, serving as an admirable example for the team.

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
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

Comfortable using Slack Channel preferred

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