Customer Experience Specialist

4 weeks ago

Stroudsburg, United States Pencor Services Full time
Company: Blue Ridge Communications

Various 2nd shift Options - Sunday-Thursday or Tuesday-Saturday

Pencor and its subsidiaries are Equal Opportunity Employers

*Next training class will start on January 13, 2025 and will be conducted Monday-Friday, 8AM-5PM for approxamtely 9-weeks

  • While training is predominantly completed at home with a live trainer and classmates, there is an option for live in-person training for our Hands-on Troubleshooting segment, which would be completed at our home office in Lehighton
  • Agents must reside in Pennsylvania and have a High-Speed Data Connection with a Minimum of 400 Mbps as well as a quiet dedicated office space in which to work during their shifts
  • There will be a minimum requirement of traveling to your base office at least once a month; frequency of coming into the office can be increased due to performance results

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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