Sales & Retention Specialist

Next training class is expected to start on October 12, 2026. Training is 10 weeks total: 6 weeks at home with live trainers and classmates in a dedicated workspace, and 4 weeks in-person at our Lehighton facility covering live calls and hands-on troubleshooting. Training hours may differ from the regular assigned shift; specific schedules will be discussed during the interview.

About the role

Blue Ridge Communications keeps Northeastern Pennsylvania connected through reliable High-Speed Internet (with HomeFi), Phone, and Video (HD & TiVo) technology. We are seeking Inside Sales & Retention Specialists to build and maintain trusted customer relationships, ensuring our services meet their entertainment needs. This role operates in a busy inbound call center environment with a focus on educative sales and proactive retention of our subscriber base.

Our Contact Center teams are collaborative, fun, and results-driven, upholding our brand promise: “To Deliver a Trusted and Valued Connection – Always!”

Responsibilities

• Engage with customers to determine their needs through active listening and open-ended questions.
• Promote Blue Ridge’s reliable and affordable service offerings to generate sales.
• Retain customer relationships through problem-solving, de-escalation, and exceptional service.
• Assist with billing or troubleshooting calls during high-volume periods to improve response times.
• Uphold company policies, procedures, and brand personality while advocating for Blue Ridge.
• Participate in outbound retention and sales projects to proactively maintain customer relationships.
• Adapt to changing company and department needs in a fast-paced environment.
• Demonstrate initiative, multi-tasking, and teamwork to support Contact Center goals.

Requirements

• Established residency in Pennsylvania.
• Primarily work-from-home, with occasional in-office days (frequency depends on performance metrics).
• High-speed data connection with a minimum of 400 Mbps download.
• Quiet, dedicated office space for shifts.
• Work-from-home equipment provided by Blue Ridge must be connected directly to your router.
• Dependability and ability to work overtime as needed.

Qualifications

• High School Diploma or G.E.D.
• Valid PA Driver’s License and good driving record.
• Minimum 1-year experience in customer service and sales/retention.
• ICOMS GUI experience preferred.
• Proficiency in Microsoft Office Suite and solid computer skills.
• Strong knowledge of telecommunication products and services (Internet, Wi-Fi, Video, Voice).
• Excellent negotiating, communication, and problem-solving skills.
• Proficient typing and accurate data entry.
• Strong technical troubleshooting skills.
• Demonstrated success in sales and ability to overcome objections.
• Aptitude for building trusted relationships and empathizing with customers.
• Ability to multi-task, adapt to change, and work in a team-oriented environment.
• Customer-focused mindset with a cooperative and professional attitude.

Benefits

• Impressive health insurance package for full-time employees.
• Paid time off.
• Tuition reimbursement.
• Referral program.
• Commissions on top of base pay with added incentive bonuses for sales and retention goals.
• Weekly coaching with a dedicated sales supervisor and continuous training support.

Note: Goal evaluations occur quarterly and are subject to change.