Customer Experience Team Lead — Coaching & Escalation

Pencor Services, Inc.; Lehighton (Carbon County); On-site; USD 48,000 - 64,000; Full time

Benefits offered by this job

Health insurance

Paid time off

Tuition reimbursement

Employee referral program

Job summary

Blue Ridge Communications in Pennsylvania seeks a Customer Experience Team Lead to support and mentor our customer care teams across multiple channels. You will advocate for policies, monitor performance metrics, and drive improvements while maintaining a positive brand culture.

The role requires strong leadership, coaching, and communication skills, plus familiarity with call center tech. Remote work setup is provided, with travel to local offices as needed.

Qualifications

• High school diploma or GED required.
• Residency in Pennsylvania and valid PA driver's license.
• Experience in customer service and call center environments.
• Proficiency with Zendesk and other support tools.
• Strong communication, coaching, and leadership abilities.

Responsibilities

• Lead customer care teams across multiple channels.
• Implement policies, adherence to performance metrics, and team goals.
• Support continuous improvement, team huddles, and reporting.
• Coach and mentor staff, provide feedback, and conduct reviews.
• Handle escalated customer situations and assist with testing new processes.

Skills

Customer service

Leadership

Coaching

Teamwork

Time management

Problem solving

Communication

Education

High school diploma or GED

Tools

iGlass

Five9

CSR Controls

Zendesk

ICOMS/GUI/SLICC

Slack

Microsoft Office Suite

Adobe

PowerPoint

Job description

Blue Ridge Communications in Pennsylvania seeks a Customer Experience Team Lead to support and mentor our customer care teams across multiple channels. You will advocate for policies, monitor performance metrics, and drive improvements while maintaining a positive brand culture.

The role requires strong leadership, coaching, and communication skills, plus familiarity with call center tech. Remote work setup is provided, with travel to local offices as needed.