Customer Experience Representative
4 weeks ago
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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