Sales & Retention Specialist

Pencor Services • Lehighton, PA

5d • Hybrid

About The Position

Blue Ridge Communications is seeking Inside Sales & Retention Specialists to build and maintain trusted relationships with customers. The role helps customers identify services that fit their entertainment needs and promotes Blue Ridge’s internet, phone, and video offerings through an educational sales approach. Specialists handle inbound calls and outbound sales and retention projects, using active listening, open-ended questions, problem-solving, and de-escalation to understand customer needs and retain subscribers. During spikes in billing or troubleshooting call volume, the team may assist to improve customer response times. Other duties may be assigned.

This is primarily a work-from-home position for employees who reside in Pennsylvania. Agents must maintain 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 back of the employee’s home router. Agents are required to come into the office a few days per month; the number of office days depends on performance metrics.

The 10-week training program is expected to begin January 11, 2027. Six weeks are conducted at home with live trainers and classmates, followed by four weeks in person at the training facility in Lehighton for live calls and hands-on troubleshooting. Training hours may differ from the regular assigned shift, and specific schedules are discussed during the interview process.

The Contact Center promotes a fun, caring, approachable, and practical team culture. Employees receive weekly coaching from a dedicated sales supervisor and ongoing training from the learning and development team and sales coach. The position requires dependability and the ability to work overtime. Goals are evaluated quarterly and may change.

Requirements

• High school diploma or GED.
• Established residency in Pennsylvania.
• Valid Pennsylvania driver’s license and a good driving record.
• At least one year of customer service and sales/retention experience.
• Solid computer skills and proficiency with Microsoft Office Suite.
• Working knowledge of telecommunications products and services, including internet/data, Wi-Fi, HD TV and TiVo, and telephone/voice.
• Strong negotiating and communication skills.
• Excellent problem-solving and active-listening skills.
• Proficient typing skills and accurate data entry.
• Strong technical troubleshooting skills.
• Ability to demonstrate success in a sales career and overcome objections.
• Ability to build trusted relationships and empathize with customers when appropriate.
• Ability to show initiative and multitask in a fast-paced environment.
• Ability to adapt to change and changing company and department needs.
• Ability to create solutions and perform duties in accordance with company policies and procedures.
• Ability to maintain an open, cooperative, professional, and positive attitude toward customers, management, and coworkers.
• Customer-experience focus and a team mindset.
• Dependability and ability to work overtime.
• At least 400 Mbps download speed through a high-speed data connection and a quiet, dedicated home office space.
• Availability to attend in-person training in Lehighton for four weeks and come into the office a few days per month, depending on performance metrics.

Nice To Haves

• ICOMS GUI experience.

Responsibilities

• Build and maintain trusted relationships with customers.
• Identify customer needs and recommend services that fit their entertainment needs.
• Handle inbound sales and retention calls and participate in outbound retention and sales projects.
• Use active listening, open-ended questions, and problem-solving to understand customer concerns and de-escalate issues.
• Promote Blue Ridge campaigns, service plans, and offerings through an educational sales approach.
• Help with billing or troubleshooting call volume spikes to improve customer response times.
• Adhere to company policies and procedures and represent Blue Ridge’s brand promise and personality.
• Perform other duties as assigned.

Benefits

• Health insurance package for full-time employees.
• Paid time off.
• Tuition reimbursement.
• Referral program.
• Commissions on top of base pay.
• Incentive bonuses for achieving sales and retention goals.
• Weekly coaching and ongoing learning and development training.

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED