OMNI Customer Experience Specialist (Overnight Shift)

Overnight shift: Tuesday–Saturday, 12 AM–8 AM.

About the role

Blue Ridge Communications is seeking a Customer Experience Specialist (OMNI position) to provide phone, chat, and email support. This role requires the ability to switch between all three channels as demand dictates. Our passion is keeping our community connected through reliable high-speed internet (with HomeFi), phone, and video (HD & TiVo) technology. As a brand ambassador, you’ll deliver a consistently pleasant experience, helping customers understand and maximize their services, and addressing billing, installation, or service questions promptly and professionally.

Training

The next paid training class is expected to start on October 12, 2026. Training is 10 weeks total:

• 6 weeks conducted at home with live trainers and classmates in your dedicated workspace.
• 4 weeks in-person at our Lehighton training facility to cover live calls and hands-on troubleshooting.

Training is conducted during day shift for all OMNI Overnight positions. After training, there will be a 1-week day-shift transition period to adjust to phone work before moving to the overnight shift.

Responsibilities

• Provide support to Blue Ridge customers for billing, repair, retention, and sales calls.
• Troubleshoot and resolve technical problems and general account inquiries in a single interaction to maximize customer experience; communicate information clearly and concisely.
• 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, answer questions, and fix problems.
• Resolve customer complaints through active listening, empathy, professionalism, and problem-solving.
• Act as a product consultant, communicate features and benefits, make recommendations, identify buying signals, and ask for the sale.
• Display regular, consistent, and punctual attendance; be available to work overtime when needed.
• Positively contribute to team culture and maintain product knowledge through 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

• Established residency in Pennsylvania.
• High-speed data connection with a minimum of 400 Mbps download and a quiet, dedicated office space for shifts.
• Work-from-home equipment provided by Blue Ridge must be connected directly to the back of your router.
• In-office days per month required; number of days depends on performance metrics.
• Valid PA Driver’s License and good driving record; ability to travel to local office and Lehighton Call Center as needed.

Qualifications

• High School Diploma or G.E.D.
• Previous customer service and/or sales experience a plus.
• Bilingual (Spanish) a plus.
• Working knowledge of Microsoft Office Programs and Outlook.
• Strong computer skills and excellent oral and written communication skills.
• Ability to build positive rapport quickly with customers.
• Ability to provide regular, consistent, and punctual attendance; must be available to work overtime when needed.

Benefits

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