Sales & Retention Specialist

Pencor Services•Stroud Township, PA

5d•Hybrid

About The Position

Blue Ridge Communications is seeking Inside Sales & Retention Specialists to build and maintain trusted relationships with customers and help ensure that services fit their entertainment needs. The role handles inbound sales and retention calls and outbound projects to proactively retain subscribers. Specialists use active listening, open-ended questions, problem-solving, and an educational approach to explain the value of Blue Ridge’s services and promote campaigns and service plans. The position is based primarily at home, with periodic in-office attendance in Pennsylvania depending on performance metrics. Blue Ridge provides equipment for the home workspace, which must be connected directly to the router. Candidates need a high-speed data connection of at least 400 Mbps download and a quiet, dedicated workspace. The position includes a 10-week training program: six weeks at home with live trainers and classmates, followed by four weeks in person at the Lehighton training facility for live calls and hands-on troubleshooting. Training hours may differ from the regular shift, and specific schedules are discussed during the interview. The team may also assist with billing or troubleshooting calls during spikes in call volume. Weekly coaching and ongoing training are provided. The company expects dependability and the ability to work overtime. Compensation includes base pay, commissions, and incentive bonuses tied to sales and retention goals; goal evaluations occur 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.
Strong 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 and accurate data-entry skills.
Strong technical troubleshooting skills.
Demonstrated success in sales to date.
Ability to overcome objections and build trusted relationships with customers, including empathizing 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 follow company policies and procedures and create solutions.
Ability to represent Blue Ridge’s brand promise and personality and maintain an open, cooperative, professional, and positive attitude toward customers, management, and coworkers.
Customer-experience focus and a team mindset.
Ability to work overtime.
High-speed home data connection with at least 400 Mbps download and a quiet, dedicated workspace.
Ability to attend periodic in-office workdays and the in-person portion of training in Lehighton.

Nice To Haves

ICOMS GUI experience.

Responsibilities

Build and maintain trusted relationships with customers.
Determine customers’ needs and recommend services that fit their entertainment needs.
Handle inbound sales and retention calls and participate in outbound retention and sales projects.
Promote Blue Ridge campaigns, service plans, and offerings using an educational sales approach.
Use active listening and problem-solving to address customer concerns and deescalate issues.
Assist with billing or troubleshooting calls when call volume spikes.
Meet sales and retention performance goals and uphold the company’s brand promise.
Follow company policies and procedures and perform other duties as assigned.