Retail Customer Experience Specialist (Hybrid)

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

Training Details

• 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, if one is conducted
• Training is 11-weeks in total:
  • The first 6-weeks are conducted at home with live trainers and classmates in your dedicated workspace
  • The following 4-weeks will be conducted in-person at our training facility in Lehighton to cover live calls and hands-on troubleshooting
  • The last week will cover 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 in which to work during training
• Work-from-home equipment is provided by Blue Ridge and must be connected directly to the back of your router at home

About the Role

Blue Ridge Communications keeps our community connected through reliable High-Speed Internet (with HomeFi), Blue Ridge Mobile, Home Phone, and Video (Stream & Live TV) technology. We are seeking a Hybrid Customer Experience Specialist to help build and maintain trusted relationships with our valued customers. With each interaction, 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. You will help customers understand our services, answer questions about billing, installation, or service promptly and professionally, and ensure each 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, along with a humble yet goal-oriented nature. You will learn a variety of skills and platforms to succeed in a busy retail environment.

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 to customers in an organized and concise manner
• Educate customers about the features and benefits of our products and services, promoting self-service options to improve customer experience
• Right-fit products to customers as solutions through upgrades, self-installs, and/or swapping out equipment
• 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
• Identify buying signals, ask for the sale, reinforce value to existing customers, and deliver high-quality interactions
• Explain account information with a focus on first interaction resolution
• Resolve customer complaints and 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
• Other duties as assigned

Requirements

• Must have 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 need
• Must be able to lift and carry up to 30 lbs.
• Valid PA Driver’s License and good driving record
• Ability to travel to our Lehighton Call Center for training as needed

Qualifications

• High School Diploma or G.E.D.
• 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

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