Hybrid CX & Tech Support Specialist

Pencor Services; Tunkhannock (Wyoming County); Hybrid; USD 40,000 - 50,000; Full time

Benefits offered by this job

Health insurance

Paid time off

Tuition reimbursement

Employee referral program

Hybrid work arrangement

Job summary

Blue Ridge Communications is seeking a Hybrid Customer Experience Specialist to join our team in Pennsylvania. The role blends phone support with in-person interactions at our retail counter, delivering a consistently friendly and helpful customer experience while promoting our services.

You will help customers understand bills, installations, and service options, while applying strong listening and problem-solving skills in a fast-paced retail environment.

Qualifications

• High School Diploma or GED.
• 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

Customer service

Team player

Multitasking

Bilingual Spanish

Education

High School Diploma or GED

Tools

Microsoft Office

Outlook

Job description

Blue Ridge Communications is seeking a Hybrid Customer Experience Specialist to join our team in Pennsylvania. The role blends phone support with in-person interactions at our retail counter, delivering a consistently friendly and helpful customer experience while promoting our services.

You will help customers understand bills, installations, and service options, while applying strong listening and problem-solving skills in a fast-paced retail environment.