Customer Experience Specialist

Company: Blue Ridge CommunicationsShift: 9AM-6PM, Sunday-ThursdayPencor and its subsidiaries are Equal Opportunity EmployersIMPORTANT/MUST REVIEW!! TRAINING DETAILS:Next Training Class is expected to start on January 12, 2026Training hours may differ from the regular assigned/accepted shiftSpecific training schedules will be discussed during the job interview, if one is conductedTraining is 9 weeks in totalThe first 5 weeks are conducted at home with live trainers and classmates in your dedicated workspaceThe remaining 4 weeks will be conducted in-person at our training facility in Lehighton to cover live calls and hands-on troubleshootingPOSITION REQUIREMENTS:Must have established residency in PennsylvaniaFor all call center positions there will be a requirement of in-office days per month; the number of days in the office workspace is dependent on the performance of our metricsAgents must have a High-Speed Data Connection with a Minimum of 400 Mbps download and a quiet, dedicated office space in which to work during their shiftsWork-from-home equipment is provided by Blue Ridge and must be connected directly to the back of your router at homeOur passion at Blue Ridge is to keep our community connected through reliable High-Speed Internet (with HomeFi), Phone, and Video (HD & TiVo) Technology. Servicing Northeastern Pennsylvania, we work hard every day to connect our customers to the people, places, and things that matter the most in their lives.We are currently seeking a Customer Experience Specialist, to help us build and maintain trusted relationships with our valued customers. With each interaction, you get the opportunity to work as a brand ambassador and assist our customers over the phone, and at our counter. Your primary responsibility is to deliver a pleasant experience consistently to our customers by demonstrating a caring and practical approach with each interaction. The products and services we offer enable customers to stay connected to the people and things that matter most to them. Helping customers to understand how our services work and how they can get the most out of the technology is important. When they have questions about their bill, installation, or service we answer those promptly, professionally, and politely. Each customer interaction is important. We exist because of our customers, and it is important that we connect with each one, so they know we value the relationship we have with them and appreciate that they chose Blue Ridge.Our ideal candidate must maintain a positive demeanor and know how to tactfully respond to situations. The position requires the skill and personality to respectfully care for our valued customers while keeping our company’s policies and guidelines in perspective. It is essential to have good listening and communication skills while staying approachable to ensure a comfortable experience for our customers. The right candidate will have a humble yet goal-oriented nature ready to learn a variety of skills, and platforms, to be successful in a busy contact center environment. Strong 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.Our Contact Center Teams are diverse and uphold a personality of fun, caring, 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 work overtime if needed. Blue Ridge offers an impressive health insurance package to full-time employees, paid time off, tuition reimbursement, and an employee referral program.Core ResponsibilitiesProviding support to Blue Ridge customers for billing, repair, retention and sales callsTroubleshooting and resolving technical problems and other general account inquiries over the phone in a single customer interaction to maximize customer experience; Communicate information and directions to the customer in an organized and concise mannerEducating customers about the features and benefits of our products and services and consistently promoting self-service options to improve customer experienceExplaining account information to customers with a focus on first-call resolution; Customers do not want to have to call us multiple times - Own the interaction, answer the question, and fix the problemResolving customer complaints/concerns through active listening, empathy, professionalism and problem-solvingActing as a product consultant, communicating product features and benefits and making recommendations based on the customers’ needs/interests; Identifies buying signals, asks for the sale, reinforces current value to existing customers, and delivers a high-quality interactionPositively contributing to our team cultureConsistently maintaining product knowledge and actively participating in training and coaching sessionsAchieving established goals and performance metrics; Performance goals must be met on a monthly basis to qualify for our work-from-home programOther duties as assignedQualificationsH.S. Diploma or G.E.D.Established residency in PennsylvaniaValid PA Driver’s License and good driving recordPrevious Customer Service and/or Sales Experience a plusBilingual Spanish a plusWorking knowledge of Microsoft Office Programs and OutlookExcellent Communication Skills –Oral and WrittenStrong Computer SkillsAbility to provide regular, consistent, and punctual attendance-Must be available to work overtime when neededAbility to build positive rapport quickly with customersAbility to multitask without sacrificing work qualityAbility to travel to the Lehighton Call Center for training / as requiredWillingness to work as part of our successful teamINDCSR