Customer Experience Specialist

About the Role

Blue Ridge Communications is 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 consistently. Your role involves helping customers understand our services, addressing billing, installation, or service questions promptly and professionally, and ensuring each interaction reflects our commitment to valuing their relationship.

Our ideal candidate maintains a positive demeanor, respects company policies, and possesses strong listening and communication skills. You will thrive in a busy contact center environment, demonstrating a humble yet goal-oriented nature with a passion for customer service.

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 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, promoting self-service options to improve the customer experience.
• Explain account information with a focus on first-call resolution; own the interaction, answer questions, and fix problems.
• 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.
• Maintain regular, consistent, and punctual attendance; be available to work overtime when needed.
• Positively contribute to team culture and consistently maintain product knowledge.
• Actively participate in training and coaching sessions.
• Achieve established goals and performance metrics; monthly performance goals must be met to qualify for our work-from-home program.
• Other duties as assigned.

Requirements

• Established residency in Pennsylvania.
• High-Speed Data Connection with a minimum of 400 Mbps download and a quiet, dedicated office space for work shifts.
• Work-from-home equipment provided by Blue Ridge must be connected directly to the back of your router at home.
• In-office days per month required for call center positions; the number of days depends on performance metrics.

Training

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

Qualifications

• High School Diploma or G.E.D.
• Valid PA Driver’s License and good driving record.
• 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.

Schedule

Tuesday–Saturday, 8:00 AM–5:00 PM.