OMNI Customer Experience Specialist

Various shift options available: Tuesday–Saturday or Sunday–Thursday schedules.

About the role

The OMNI position is a phone-support role that also handles chat and email support when call volume increases. You must be able to switch seamlessly between all three channels as demand requires.

The next paid training class begins October 12, 2026. Training hours may differ from your regular shift; specific schedules will be discussed during the interview. Training lasts 10 weeks: 6 weeks are remote with live trainers and classmates in your dedicated workspace, and 4 weeks are in-person at our Lehighton training facility to cover live calls and hands-on troubleshooting.

Requirements

• Established residency in Pennsylvania
• In-office days required each month; exact number depends on performance metrics
• High-speed data connection with a minimum of 400 Mbps download
• Quiet, dedicated office space for work shifts
• Work-from-home equipment provided by Blue Ridge must be connected directly to the back of your home router

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; promote self-service options to improve customer experience
• Explain account information with a focus on first-call resolution—own the interaction, answer questions, and fix problems
• Resolve customer complaints and concerns through active listening, empathy, professionalism, and problem-solving
• Act as a product consultant: communicate features and benefits, make recommendations based on customer needs, identify buying signals, ask for the sale, and reinforce value for existing customers
• Maintain regular, consistent, and punctual attendance; be available to work overtime when needed
• Positively contribute to team culture
• Consistently maintain product knowledge and 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.
• Valid Pennsylvania 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
• Strong computer skills
• Excellent oral and written communication skills
• Ability to build positive rapport quickly with customers
• Ability to travel to local office and Lehighton call center as needed

Benefits

• Impressive health insurance package for full-time employees
• Paid time off
• Tuition reimbursement
• Employee referral program