Retail Customer Experience Specialist (Hybrid)

Hybrid shift: Tuesday–Saturday, 8 AM–5 PM.

About the role

Blue Ridge Communications keeps Northeastern Pennsylvania connected through reliable High-Speed Internet (with HomeFi), Blue Ridge Mobile, Home Phone, and Video (Stream & Live TV). As a Hybrid Customer Experience Specialist, you will act as a brand ambassador, assisting customers over the phone and at our retail counter. Your primary responsibility is to deliver a consistently pleasant experience by demonstrating a caring and practical approach with each interaction. You will help customers understand our services, answer questions about billing, installation, or service promptly and professionally, and ensure every customer feels valued.

Our ideal candidate maintains a positive demeanor, responds tactfully to situations, and balances customer care with company policies. Strong listening and communication skills are essential to create a comfortable experience for customers. The right candidate is humble, goal-oriented, and eager to learn various skills and platforms in a busy retail environment. We seek someone with a passion for customer service and a desire to grow with Blue Ridge.

Our culture offers rich learning and growth opportunities, including weekly coaching with a dedicated leader and continuous training to support your career goals. Dependability and the ability to work overtime when needed are important.

Training details

• Next training class 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.
• Total training duration: 11 weeks.
  • First 6 weeks: conducted at home with live trainers and classmates in your dedicated workspace.
  • Following 4 weeks: in-person at our training facility in Lehighton to cover live calls and hands-on troubleshooting.
  • Last week: in-person counter training at your local retail office.
• Agents must have a high-speed data connection with a minimum of 400 Mbps download and a quiet, dedicated office space.
• Work-from-home equipment is provided by Blue Ridge and must be connected directly to the back of your router at home.

Responsibilities

• Provide support to Blue Ridge customers for billing, troubleshooting, retention, and sales interactions.
• Troubleshoot and resolve technical problems and general account inquiries in a single customer interaction to maximize customer experience; communicate information and directions clearly and concisely.
• Educate customers about the features and benefits of our products and services; promote self-service options to improve customer experience.
• Right-fit products to customers as solutions through upgrades, self-installs, and/or equipment swaps.
• Ensure proper cash handling procedures, including tracking and processing payments, providing receipts, and completing cash and check deposits.
• Act as a product consultant, communicating features and benefits and making recommendations based on customer needs/interests; identify buying signals, ask for the sale, and reinforce value to existing customers.
• Explain account information with a focus on first interaction resolution.
• Resolve customer complaints/concerns through active listening, empathy, professionalism, and problem-solving.
• Provide equipment boxes to customers (30 lb boxes).
• Inspect the store’s physical appearance to ensure it is clean and well-stocked at all times.
• Perform other duties as assigned.

Requirements

• Established residency in Pennsylvania.
• Hybrid agents will be staffed regularly in their assigned retail office location and may work from home based on performance and office needs.
• Must be able to lift and carry up to 30 lbs.
• Ability to travel to our Lehighton Call Center for training as needed.

Qualifications

• High School Diploma or G.E.D.
• Valid PA Driver’s License and good driving record.
• Previous customer service and/or sales experience a plus.
• Strong computer skills, including Microsoft Office Programs and Outlook.
• Excellent oral and written communication skills.
• Willingness to work as part of a team.
• Bilingual (Spanish) a plus.
• Ability to build positive rapport quickly with customers.
• Ability to multitask in a fast-paced environment while adapting to changes.
• Ability to perform duties while adhering to company policies and procedures.
• Ability to create solutions and implement changes that display innovation.
• Ability to regularly work in your local Blue Ridge office as scheduled.

Benefits

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