Customer Experience Specialist

Shift schedule options: Sunday–Thursday or Tuesday–Saturday.

Training Details

• Next training class expected to start on October 12, 2026
• Training hours may differ from the regular assigned/accepted shift
• Specific training schedules will be discussed during the job interview
• Training is 10 weeks in total:
  • 6 weeks conducted at home with live trainers and classmates in your dedicated workspace
  • 4 weeks conducted in-person at our training facility in Lehighton to cover live calls and hands-on troubleshooting

Requirements

• Must have established residency in Pennsylvania
• In-office days required per month; number of days dependent on performance metrics
• High-speed data connection with a minimum of 400 Mbps download
• Quiet, dedicated office space for work during shifts
• Work-from-home equipment provided by Blue Ridge and must be connected directly to the back of your router at home
• High school diploma or G.E.D.
• Valid PA driver’s license and good driving record

About the Role

Blue Ridge Communications keeps our community connected through reliable high-speed internet (with HomeFi), phone, and video (HD & TiVo) technology. We are seeking a Customer Experience Specialist to help build and maintain trusted relationships with our valued customers. As a brand ambassador, you will assist customers over the phone and at our counter, delivering a pleasant experience with each interaction.

Your role involves helping customers understand our services, answering questions about billing, installation, or service promptly and professionally, and ensuring each customer feels valued. The ideal candidate maintains a positive demeanor, respects company policies, and possesses strong listening and communication skills to ensure a comfortable experience for customers.

This position requires a humble yet goal-oriented nature, a passion for customer service, and a desire to learn various skills and platforms in a busy contact center environment. Our contact center teams are diverse, fun, caring, and practical, focused on delivering results. Our brand promise is, “To Deliver a Trusted and Valued Connection – Always!”

Responsibilities

• Provide support to Blue Ridge customers for billing, repair, retention, and sales calls
• Troubleshoot and resolve technical problems and general account inquiries over the phone in a single customer interaction to maximize customer experience
• Communicate information and directions to customers in an organized and concise manner
• Educate customers about the features and benefits of our products and services; promote self-service options to improve customer experience
• Explain account information with a focus on first-call resolution; own the interaction to resolve issues without requiring multiple calls
• Resolve customer complaints/concerns through active listening, empathy, professionalism, and problem-solving
• Act as a product consultant, communicating features and benefits, making recommendations, and identifying buying signals
• Reinforce current value to existing customers and deliver high-quality interactions
• Regular, consistent, and punctual attendance; availability to work overtime when needed
• Positively contribute to team culture
• Maintain product knowledge and actively participate in training and coaching sessions
• Achieve established goals and performance metrics; monthly performance goals required to qualify for the work-from-home program
• Other duties as assigned

Qualifications

• Previous customer service experience preferred
• Sales experience a plus
• Bilingual (Spanish) a plus
• Excellent oral and written communication skills
• 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 a successful team
• Ability to multitask without sacrificing work quality

Benefits

• Impressive health insurance package for full-time employees
• Paid time off
• Tuition reimbursement
• Employee referral program
• Weekly coaching with a dedicated leader and continuous training opportunities