Customer Experience Specialist (Part-Time)

Company: Blue Ridge Communications

Part-Time Shift: Various 4hr shifts in a week / days per week will vary 
Pay Rate: $17 per hour

Pencor and its subsidiaries are Equal Opportunity Employers

*Next Training Class is expected to start on June 2, 2025 and will be conducted Full-Time Monday-Friday from 8AM-5PM for 9-weeks. Once training is complete, part time schedule will start.

• The first 5 weeks of training will be conducted remotely at home with live trainers and classmates in your dedicated work space. The remaining 4-weeks will be conducted in-person at our training facility in Lehighton, PA. In-person training covers live calls and hands-on troubleshooting.
  
  


• Agents must have established residency in Pennsylvania and a High-Speed Data Connection with a Minimum of 400 Mbps along with quiet dedicated office space in which to work during their shifts. Work-from-home equipment will be provided by Blue Ridge and MUST hook up directly to the backof your router at home.
  
  


• There will be a minimum requirement of working some in-office days per month. Frequency will be dependednt upon performance metrics. 

As a Blue Ridge Customer Experience Specialist, you are a vital part of a positive customer experience and will be engaging with customers over the phone as part of our Contact Center Team. With each interaction, you get the opportunity to work as a brand ambassador and assist our customers over the phone. 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 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.

Core Responsibilities

•  Provide support to Blue Ridge customers for billing, repair, retention, and sales calls


• Troubleshoot and resolve technical problems and other general account inquiries over the phone in a single customer interaction to maximize the customer experience; Communicate information and directions to the customer in an organized and concise manner


• Educate customers about the features and benefits of our products and services and consistently promote self-service options to improve the customer experience


• Explain 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 problem


• Resolve customer complaints/concerns through active listening, empathy, professionalism and problem-solving


• Acts 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 interaction


• Regular, consistent, and punctual attendance


• Positively contribute to our team culture


• Consistently maintain product knowledge and actively participate in training and coaching sessions


• Achieves established goals and performance metrics; Performance goals must be met on a monthly basis to qualify for our work-from-home program


• Other duties as assigned

Qualifications 

• H.S. 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


• Bilingual Spanish a plus


• Working knowledge of Microsoft Office Programs and Outlook


• Excellent Communication Skills – Oral and Written


• Strong Computer Skills 


• Ability to build positive rapport quickly with customers
  


• Ability to come in to the local office as needed

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