The Retail Center Lead is a hybrid role offering the opportunity to work both on-site at the retail counter and remotely from home. This position is responsible for providing front counter coverage and operational support across the Newberry, Duncannon and Ephrata Retail Centers. The Retail Center Lead ensures adequate staffing and coverage, stepping in to support counter operations when locations are at a deficit. In addition to front-line duties, this role provides ongoing support to both the Contact Center and Retail Center teams, promoting consistent service delivery, operational excellence and team collaboration. Our passion at Blue Ridge is to keep our community connected through reliable High-Speed Internet (with HomeFi), Phone, and Video (Stream & Live TV) Technology. Servicing Northeastern Pennsylvania, we work hard every day to connect our customers to the people, places and things that matter the most. We are currently seeking a Retail Customer Experience Team Lead to assist us in supporting our customer care teams through multiple channels. In this role, it is essential to be knowledgeable in our processes and services paired with a high degree of focus on the customer experience. We are looking for our candidate to have a collaborative approach and a business mindset. Quick learning and strong work ethics will be required. Our ideal candidate will have customer service experience and have working knowledge of call center technology. The candidate will be expected to assist in supporting our teams’ questions, be an advocate when implementing policies and procedures such as compliance, adherence of performance metrics and tam goals. Our candidate will assist in team efforts for continuous improvement, team huddles, and work on reports and documentation to assist all our supervisor team when requested. The candidate will help to create a positive and empowering team culture that is in line with our brand personality. In our everyday actions, we want to be representing our company in delivering on our promise of creating a trusted and valued connection – always! The Lead will answer standard customer interactions as needed during high call volume situations and will assist in other duties assigned to them by their reporting leader. The candidate will collaborate with peer leads and will participate in feedback sessions on designated projects when needed. The ideal candidate must maintain a positive demeanor and know how to tactfully respond to the most challenging situations. The position requires the skill and personality to respectfully care for our valued customers, while keeping the company’s policies and guidelines in perspective. Strong leadership and people skills are necessary, as well as a strong desire to improve and create new solutions. We are looking for this candidate to have a passion for customer service and working for Blue Ridge. This candidate must be an admirable example for their Team at all times. Our Contact Center Teams are diverse and uphold a personality that is fun, caring and approachable, yet practical to deliver results. Our brand promise is,“To Deliver a Trusted and Valued Connection – Always!” Our culture is rich with learning and growth opportunities. We provide weekly coaching with your dedicated leader and continuous training opportunities to ensure you feel supported in reaching your career goals. We are seeking dependability from our team members, with the ability to be flexible with your schedule on an as needed basis. Blue Ridge offers an impressive health insurance package to full-time employees, paid time off, tuition reimbursement and employee referral program.