Hybrid Customer Experience Specialist - Tech & Retail Support

Pencor Services, Inc.; Pocono Summit (PA); 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 is seeking a Hybrid Customer Experience Specialist to join our team in Pennsylvania. In this role you will assist customers over the phone and at the retail counter, handling billing questions, troubleshooting, and product recommendations while delivering a consistent, friendly experience.

Responsibilities include resolving inquiries on account information, guiding customers through services, and promoting self-service options.

Qualifications

• High School Diploma or G.E.D required.
• Excellent communication skills, both verbal and written.
• Bilingual Spanish is a plus.
• Strong computer skills including MS Office/Outlook.
• Willingness to work as part of a team.
• Ability to multitask in a fast-paced environment.

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

High School Diploma

Excellent Communication Skills

Bilingual Spanish

Strong Computer Skills

Team Player

Multitasking

Education

High School Diploma or G.E.D

Tools

Microsoft Office

Outlook

Job description

Blue Ridge Communications is seeking a Hybrid Customer Experience Specialist to join our team in Pennsylvania. In this role you will assist customers over the phone and at the retail counter, handling billing questions, troubleshooting, and product recommendations while delivering a consistent, friendly experience.

Responsibilities include resolving inquiries on account information, guiding customers through services, and promoting self-service options.