Hybrid Retail CX Specialist — Growth & Training

Pencor Services; Lehighton (Carbon County); Hybrid; USD 42,000 - 64,000; Full time

Benefits offered by this job

Health insurance

Paid time off

Tuition reimbursement

Employee referral program

Job summary

Blue Ridge Communications is seeking a Hybrid Customer Experience Specialist to build and maintain trusted relationships with customers. You will help customers over the phone and at our retail counter, delivering a pleasant experience with a caring, practical approach.

When questions arise about bills, installations, or service, you respond promptly and professionally, guiding customers through options. We provide weekly coaching, ongoing training, and opportunities to grow.

Qualifications

• High school diploma or GED required.
• Residency in Pennsylvania required.
• Bilingual Spanish a plus requested or beneficial.

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 promoting self-service options.
• 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 skills

Multitasking

Teamwork

Education

High School Diploma or GED

Tools

Microsoft Office

Outlook

Job description

Blue Ridge Communications is seeking a Hybrid Customer Experience Specialist to build and maintain trusted relationships with customers. You will help customers over the phone and at our retail counter, delivering a pleasant experience with a caring, practical approach.

When questions arise about bills, installations, or service, you respond promptly and professionally, guiding customers through options. We provide weekly coaching, ongoing training, and opportunities to grow.