Customer Experience Representative

4 weeks ago


Lehighton, Pennsylvania, United States Pencor Services Full time
Delivering a Trusted and Valued Connection - Always

We are currently seeking a Customer Experience Specialist to help us build and maintain trusted relationships with our valued customers. As a key member of our team, you will play a vital role in delivering a pleasant experience consistently to our customers by demonstrating a caring and practical approach with each interaction.

Key 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
  • 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

Qualifications:

  • H.S. Diploma or G.E.D.
  • Established residency in Pennsylvania
  • Valid PA Driver's license and good driving record
  • Previous Customer Service and/or sales experience a plus
  • Bilingual Spanish a plus
  • Working knowledge of Microsoft Office Programs and Outlook
  • Excellent Communication Skills - Oral and Written
  • Strong Computer Skills
  • Ability to build positive rapport quickly with customers
  • Ability to come into the local office as needed
  • Ability to multitask without sacrificing work quality

The ideal 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. The estimated salary for this position is $40,000-$60,000 per year, depending on experience.



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