Customer Experience Specialist

Pencor Services, Inc.; Mansfield (Tioga County); On-site; USD 36,000 - 48,000; Full time

Benefits offered by this job

Health insurance

Paid time off

Tuition reimbursement

Employee referral program

Job summary

Blue Ridge Communications seeks a Customer Experience Specialist to help build trusted relationships with customers. You will assist customers over the phone and at the counter, delivering a friendly, practical experience and guiding them on bill questions, installations, and service details.

Training is provided, with ongoing coaching and opportunities to develop within the team. The role emphasizes dependable attendance, possible overtime, and a commitment to exceptional customer care.

Qualifications

• Requires a High School Diploma or GED.
• Residency in Pennsylvania is required.
• Valid PA Driver's License with a good driving record.

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.
• Educate customers about features and benefits and promote self-service options.
• Explain account information with a focus on first-call resolution; own the interaction and fix the problem.
• Resolve customer complaints with empathy and professionalism; problem solving.

Education

High School Diploma or GED

Job description

Company: Blue Ridge Communications

Shift Schedule Options: 8AM-5PM, Tuesday-Saturday

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 10 weeks in total
  • 6 weeks are conducted at home with live trainers and classmates in your dedicated workspace
  • 4 weeks will be conducted in-person at our training facility in Lehighton to cover live calls and hands‑on troubleshooting

POSITION REQUIREMENTS:

• Must have established residency in Pennsylvania
• For 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 metrics
• 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 their shifts
• Work‑from‑home equipment is provided by Blue Ridge and must be connected directly to the back of your router at home

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 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 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; Must be available to work overtime when needed
• 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 Preferred/ etc ??? I apologise for the formatting error. Here is the corrected version: {