Retail Customer Experience Specialist

Company: Blue Ridge Communications

Hybrid Shift: Sunday-Thursday, 8AM-5PM 

Pencor and its subsidiaries are Equal Opportunity Employers

IMPORTANT/MUST REVIEW!!

• TRAINING DETAILS:
  • Next training Class is expected to start on January 11, 2027
  • Training hours may differ from the regular assigned/accepted shift
  • Specific training schedules will be discussed during the job interview, if one is conducted
  • Training is 11-weeks in total
    • The first 6-weeks are conducted at home with live trainers and classmates in your dedicated workspace
    • The following 4-weeks will be conducted in-person at our training facility in Lehighton to cover live calls and hands-on troubleshooting
    • The last week will cover in person counter training at your local retail office
  • Agents 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 training
  • Work-from-home equipment is provided by Blue Ridge and must be connected directly to the back of your router at home

• POSITION REQUIREMENTS:
  • Must have established residency in Pennsylvania 
  • Hybrid agents will be staffed regularly in their assigned retail office location and will be scheduled to work from home if they are not needed at the office 
  • Work-from-home days are dependent on performance
  • Must be able to lift and carry up to 30lbs

Our passion at Blue Ridge is to keep our community connected through reliable High-Speed Internet (with HomeFi), Blue Ridge Mobile, Home 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 in their lives.

We are currently seeking a Hybrid 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 retail 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 retail 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 work for Blue Ridge. 

Our Customer Care Teams are diverse and uphold a fun, caring, approachable, yet practical personality 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 Responsibilities

• Providing support to Blue Ridge customers for billing, troubleshooting, retention and sales interactions
• Troubleshooting and resolving technical problems and other general account inquiries in a single customer interaction to maximize the customer experience; Communicate information and directions to the customer in an organized and concise manner
• Educating customers about the features and benefits of our products and services and consistently promoting self-service options to improve customer experience
• Right fitting our products to customers as solutions through upgrades, self-installs, and/or swapping out equipment
• Ensuring proper cash handling procedures are implemented through tracking and processing payments, providing receipts with each transaction and completing cash and check deposits
• Acting as a product consultant, communicating product features and benefits and making recommendations based on the customers’ needs/interests; Identify buying signals, ask for the sale, reinforce current value to existing customers and deliver a high-quality interaction
• Explaining account information to customers with a focus on first interaction resolution
• Resolving customer complaints/concerns through active listening, empathy, professionalism and problem-solving
• Providing equipment boxes to customers (30lb boxes)
• Inspecting the store’s physical appearance to make sure it’s clean and well-stocked at all times
• Other duties as assigned 

Qualifications:

• High School Diploma or G.E.D
• Established residency in Pennsylvania
• Valid PA Driver's License and good driving record
• Previous Customer Service and/or Sales Experience a plus
• Strong Computer Skills, including Microsoft Office Programs and Outlook
• Excellent Communications Skills – Oral and Written
• Willingness to work as part of a team
• Bilingual Spanish a plus
• Ability to build positive rapport quickly with customers
• Ability to multitask in a fast-paced environment while adapting to changes
• Ability to perform duties while adhering to company policies and procedures
• Ability to create solutions and implement changes which display innovation
• Ability to lift and carry up to 30lbs
• Ability to regularly work in your local BRC office as scheduled
• Ability to travel to our Lehighton Call Center for training / as needed

INDCSR