Customer Experience Specialist

Company: Blue Ridge Communications

Split-Shift Schedule (Two 4-hour shifts with a 4-hour break in between): Sunday-Thursday, 10AM-2PM / 7PM-11PM

Pencor and its subsidiaries are Equal Opportunity Employers

IMPORTANT/MUST REVIEW

• TRAINING DETAILS:
• Next Training Class is expected to start on January 12, 2026
• Training hours may differ from the regular assigned/accepted shift
• Specific training schedules will be discussed during the job interview, if one is conducted

• Training is 9 weeks in total

  • The first 5 weeks are conducted at home with live trainers and classmates in your dedicated workspace
  • The remaining 4 weeks will be conducted in-person at our training facility in Lehighton to cover live calls and hands-on troubleshooting

• POSITION REQUIREMENTS:

• Must have established residency in Pennsylvania
• For all call center positions there will be a requirement of in-office days per month; the number of days in the office workspace is dependent on the performance of our metrics
• Agents must have a High-Speed Data Connection with a Minimum of 400 Mbps download and a quiet, dedicated office space in which to work during their shifts
• Work-from-home equipment is provided by Blue Ridge and must be connected directly to the back of your router at home

Our passion at Blue Ridge is to keep our community connected through reliable High-Speed Internet (with HomeFi), Phone, and Video (HD & TiVo) Technology. Servicing Northeastern Pennsylvania, we work hard every day to connect our customers to the people, places, and things that matter the most in their lives.

We are currently seeking a Customer Experience Specialist, to help us build and maintain trusted relationships with our valued customers. With each interaction, you get the opportunity to work as a brand ambassador and assist our customers over the phone, and at our counter. Your primary responsibility is to deliver a pleasant experience consistently to our customers by demonstrating a caring and practical approach with each interaction. The products and services we offer enable customers to stay connected to the people and things that matter most to them. Helping customers to understand how our services work and how they can get the most out of the technology is important. When they have questions about their bill, installation, or service we answer those promptly, professionally, and politely. Each customer interaction is important. We exist because of our customers, and it is important that we connect with each one, so they know we value the relationship we have with them and appreciate that they chose Blue Ridge.

Our ideal candidate must maintain a positive demeanor and know how to tactfully respond to situations. The position requires the skill and personality to respectfully care for our valued customers while keeping our company's policies and guidelines in perspective. It is essential to have good listening and communication skills while staying approachable to ensure a comfortable experience for our customers. The right candidate will have a humble yet goal-oriented nature ready to learn a variety of skills, and platforms, to be successful in a busy contact center environment. Strong people skills are necessary, as well as a strong desire to improve and create new solutions. We are looking for this candidate to have a passion for customer service and working for Blue Ridge.

Our Contact Center Teams are diverse and uphold a personality of fun, caring, approachable, yet practical to deliver results. Our brand promise is, "To Deliver a Trusted and Valued Connection – Always" Our culture is rich with learning and growth opportunities. We provide weekly coaching with your dedicated leader and continuous training opportunities to ensure you feel supported in reaching your career goals. We are seeking dependability from our team members, with the ability to work overtime if needed. Blue Ridge offers an impressive health insurance package to full-time employees, paid time off, tuition reimbursement, and an employee referral program.

Core Responsibilities:

• Providing support to Blue Ridge customers for billing, repair, retention and sales calls
• Troubleshooting and resolving technical problems and other general