Customer Experience Specialist (Split-Shift)

Split shift schedule: two 4-hour shifts with a 4-hour break in between. Current opening: Tuesday–Saturday, 12 PM–4 PM / 8 PM–12 AM.

Training Details

• Next training class expected to start on October 12, 2026
• Training hours may differ from the regular assigned shift
• Specific training schedules discussed during the job interview
• 10-week total training program:
  • First 6 weeks conducted at home with live trainers and classmates in a dedicated workspace
  • Remaining 4 weeks in-person at the Lehighton training facility covering live calls and hands-on troubleshooting

Position Requirements

• Must have established residency in Pennsylvania
• In-office days required each month; number of days depends 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

About the Role

Blue Ridge Communications keeps communities connected through reliable High-Speed Internet (with HomeFi), Phone, and Video (HD & TiVo) technology. As a Customer Experience Specialist, you will act as a brand ambassador, assisting customers over the phone and at our counter. Your role is to deliver a consistently pleasant experience by demonstrating a caring and practical approach in every interaction.

You will help customers understand our services, answer questions about billing, installation, or service promptly and professionally, and ensure each customer feels valued. The ideal candidate maintains a positive demeanor, listens well, communicates clearly, and approaches situations tactfully while adhering to company policies.

We seek a humble, goal-oriented individual eager to learn various skills and platforms in a busy contact center environment. Strong people skills and a passion for customer service are essential.

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 interaction to maximize customer experience
• Communicate information and directions to customers in an organized and concise manner
• Educate customers about product features and benefits, promoting self-service options to improve their experience
• Explain account information with a focus on first-call resolution; own the interaction to resolve issues without requiring multiple calls
• Resolve customer complaints and concerns through active listening, empathy, professionalism, and problem-solving
• Act as a product consultant, making recommendations based on customer needs and identifying buying signals
• Positively contribute to team culture and maintain up-to-date product knowledge
• Actively participate in training and coaching sessions
• Achieve established goals and performance metrics; monthly performance goals must be met to qualify for the work-from-home program
• Other duties as assigned

Qualifications

• High School 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)
• Willingness to work as part of a team
• Working knowledge of Microsoft Office Programs and Outlook
• Excellent oral and written communication skills
• Strong computer skills
• Ability to provide regular, consistent, and punctual attendance; must be available to work overtime when needed
• Ability to build positive rapport quickly with customers
• Ability to multitask without sacrificing work quality
• Ability to travel to your local office and the Lehighton Call Center as needed

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