Hybrid Customer Experience Champion

Pencor Services; Stroudsburg (Monroe County); Hybrid; USD 19,000 - 25,000; Full time

Benefits offered by this job

Health insurance

Paid time off

Tuition reimbursement

Employee referral program

Job summary

Blue Ridge Communications seeks a Hybrid Customer Experience Specialist to assist customers over the phone and at our retail counter, delivering a courteous, knowledgeable service and guiding them on billing, installation, and product options.

The ideal candidate must reside in Pennsylvania, be able to lift 30 lbs, and work in a fast-paced retail setting. Training spans 11 weeks, with home and in-person sessions in Lehighton and at the local retail office.

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

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

Skills

Communication skills

Multitasking

Bilingual Spanish

Education

High School Diploma or G.E.D

Tools

Microsoft Office

Outlook

Job description

Blue Ridge Communications seeks a Hybrid Customer Experience Specialist to assist customers over the phone and at our retail counter, delivering a courteous, knowledgeable service and guiding them on billing, installation, and product options.

The ideal candidate must reside in Pennsylvania, be able to lift 30 lbs, and work in a fast-paced retail setting. Training spans 11 weeks, with home and in-person sessions in Lehighton and at the local retail office.