Hybrid Customer Experience Specialist - Tech & Billing

Pencor Services, Inc.; Hawley (Wayne County); Hybrid; 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 in Pennsylvania is seeking a Hybrid Customer Experience Specialist to build trusted relationships with customers. You will assist at the retail counter and over the phone, delivering a pleasant, professional experience and guiding customers through questions about bills, installations, or services.

The role emphasizes active listening, problem-solving, and a customer-first approach.

Qualifications

• Must have established residency in Pennsylvania.
• Hybrid agents will be staffed regularly in their assigned retail office location and will be scheduled to work from home if they are not needed at the office.
• Work-from-home days are dependent on performance.
• Must be able to lift and carry up to 30lbs.
• Valid PA Driver's License and good driving record.
• 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 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

Customer service

Communication

Microsoft Office

Outlook

Spanish (Bilingual)

Education

High School Diploma or GED

Job description

Blue Ridge Communications in Pennsylvania is seeking a Hybrid Customer Experience Specialist to build trusted relationships with customers. You will assist at the retail counter and over the phone, delivering a pleasant, professional experience and guiding customers through questions about bills, installations, or services.

The role emphasizes active listening, problem-solving, and a customer-first approach.