Customer Experience Specialist (Split-Shift)

Blue Ridge Communications is seeking a Customer Experience Specialist to help build and maintain trusted relationships with our valued customers. This role involves assisting customers over the phone and at our counter, delivering a consistent and pleasant experience while acting as a brand ambassador.

About the role

Our Customer Experience Specialists are responsible for providing support to customers for billing, repair, retention, and sales calls. You will troubleshoot technical problems, resolve account inquiries, and educate customers about our products and services. The goal is to maximize customer experience by resolving issues in a single interaction, promoting self-service options, and ensuring first-call resolution.

You will also act as a product consultant, making recommendations based on customer needs and identifying opportunities to reinforce value. This role requires a passion for customer service, strong communication skills, and the ability to work in a busy contact center environment.

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.
• Communicate information and directions to customers in an organized and concise manner.
• Educate customers about the features and benefits of our products and services, promoting self-service options.
• Explain account information with a focus on first-call resolution; own the interaction and resolve issues promptly.
• Resolve customer complaints and concerns through active listening, empathy, professionalism, and problem-solving.
• Act as a product consultant, communicating product features and benefits, and making recommendations based on customer needs.
• Identify buying signals, ask for the sale, and reinforce current value to existing customers.
• Positively contribute to team culture and maintain product knowledge through active participation in training and coaching.
• Achieve established goals and performance metrics; monthly performance goals must be met to qualify for the work-from-home program.
• Other duties as assigned.

Requirements

• High School Diploma or G.E.D.
• Established residency in Pennsylvania.
• Valid PA Driver’s License and good driving record.
• High-speed data connection with a minimum of 400 Mbps download and a quiet, dedicated workspace for work-from-home shifts.
• Work-from-home equipment provided by Blue Ridge must be connected directly to the back of your router.
• For call center positions, there is a requirement of in-office days per month, dependent on performance metrics.
• Ability to travel to your local office and the Lehighton Call Center as needed.

Qualifications

• Previous customer service and/or sales experience is a plus.
• Bilingual (Spanish) is a plus.
• Willingness to work as part of a successful 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.

Training

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

Schedule

Current split shift available: Tuesday–Saturday, 12PM–4PM / 8PM–12AM (two 4-hour shifts with a 4-hour break in between).

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.