Customer Experience Specialist – Split Shift

Company: Blue Ridge Communications

Split Shift: Tuesday-Saturday, 12PM-4PM / 8PM-12AM

Pay Rate: $17 per hour during training / $19 per hour after training

Pencor and its subsidiaries are Equal Opportunity Employers

Next 9-week paid training class is expected to start on October 20, 2025 and will be conducted Monday-Friday, 8AM-5PM:

The first 5 weeks are conducted at home, with live trainers and classmates in your dedicated work space

The remaining 4 weeks will be conducted in person at our training facility in Lehighton

In-person training covers live calls and Hands-On Troubleshooting

Training hours may differ from the regular assigned / accepted shift; Specific training schedules will be discussed during the job interview, if one is conducted

For all Call Center Positions, there will be a requirement of in-office days per month; the number of days in the office is dependent on the performance of our metrics

Agents must have established residency in Pennsylvania and a High-Speed Data Connection with a Minimum of 400 Mbps download as well as a quiet, dedicated office space in which to work during their shifts

Work from Home Equipment is provided by Blue Ridge and MUST hook up directly to the back of your router in the 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:

Provide support to Blue Ridge customers for billing, repair, retention, and sales calls

Troubleshoot and resolve technical problems and other general account inquiries over the phone in a single customer interaction to maximize the customer experience; Communicate information and directions to the customer in an organized and concise manner

Educate customers about the features and benefits of our products and services and consistently promote self-service options to improve the customer experience

Explain account information to customers with a focus on first-call resolution; Customers do not want to have to call us multiple times – Own the interaction, answer the question, and fix the problem

Resolve customer complaints/concerns through active listening, empathy, professionalism and problem-solving

Acts as a product consultant, communicating product features and benefits and making recommendations based on the customers’ needs/interests; Identifies buying signals, asks for the sale, reinforces current value to existing customers, and delivers a high-quality interaction

Regular, consistent, and punctual attendance; Must be available to work overtime when needed

Positively contribute to our team culture

Consistently maintain product knowledge and actively participate in training and coaching sessions

Achieves established goals and performance metrics; Performance goals must be met on a monthly basis to qualify for our work-from-home program

Other duties as assigned

 

Qualifications:

H.S. Diploma or G.E.D.

Established residency in Pennsylvania

Valid PA Driver’s License and good driving record

Previous Customer Service Preferred

Sales experience a plus

Bilingual Spanish a plus

Excellent Communication Skills – oral and written

Ability to build positive rapport quickly with customers

Strong computer skills and working knowledge of Microsoft Office Programs and Outlook

Willingness to work as part of our successful team

Ability to multitask without sacrificing work quality

 

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