Customer Experience Specialist — Hybrid Training & Support

Pencor Services, Inc.; Ephrata (Lancaster County); Hybrid; USD 36,000 - 52,000; Full time

Benefits offered by this job

Health insurance

Paid time off

Tuition reimbursement

Employee referral program

Job summary

Blue Ridge Communications is seeking a Customer Experience Specialist to build trusted relationships with customers over the phone and at the counter. The role emphasizes delivering a pleasant, professional experience while explaining how services work and resolving billing or service questions.

Ideal candidates will have strong communication, listening and problem-solving skills, a customer-first mindset, and the ability to multitask in a fast-paced environment.

Qualifications

• High School Diploma or GED required.
• Established residency in Pennsylvania.
• Valid PA driver's license with good driving record.
• Previous customer service and/or sales experience a plus.
• Strong computer skills including Microsoft Office and Outlook.

Responsibilities

• Providing support to Blue Ridge customers for billing, retention and sales calls.
• 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.
• Right fitting 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.
• Educating customers about the features and benefits of our products and services and consistently promote self-service options to improve the customer experience.
• Explaining account information to customers with a focus on first interaction resolution.
• Resolving customer complaints/concerns through active listening, empathy, professionalism, and problem-solving.

Skills

Customer service

Excellent communication

Multitasking

Team player

Problem solving

Listening skills

Computer skills

Education

High School Diploma or GED

Tools

Microsoft Office

Outlook

Job description

Blue Ridge Communications is seeking a Customer Experience Specialist to build trusted relationships with customers over the phone and at the counter. The role emphasizes delivering a pleasant, professional experience while explaining how services work and resolving billing or service questions.

Ideal candidates will have strong communication, listening and problem-solving skills, a customer-first mindset, and the ability to multitask in a fast-paced environment.