Sales & Retention Specialist

Next training class starts October 12, 2026. Training spans 10 weeks: 6 weeks at home with live trainers and classmates, followed by 4 weeks in-person at our Lehighton facility for live calls and hands-on troubleshooting. Training hours may differ from your regular shift.

About the role

Blue Ridge Communications keeps Northeastern Pennsylvania connected through reliable high-speed internet (HomeFi), phone, and video (HD & TiVo) technology. As an Inside Sales & Retention Specialist, you’ll build and maintain trusted customer relationships, ensuring our services meet their entertainment needs. This work-from-home role focuses on inbound sales and retention, with occasional outbound projects to proactively retain subscribers. You’ll also assist with billing or troubleshooting calls during high-volume periods, working as part of a collaborative, results-driven team.

Responsibilities

• Engage customers with active listening and clear communication to determine their needs and recommend suitable service plans.
• Promote Blue Ridge’s campaigns and service offerings using an educative sales approach to highlight value and affordability.
• Retain customers by de-escalating concerns, solving problems, and building trust through empathy and open-ended questions.
• Assist with billing and troubleshooting calls during high call volumes to improve customer response times.
• Uphold Blue Ridge’s brand promise: “To Deliver a Trusted and Valued Connection – Always!”
• Collaborate with a diverse team to maintain a fun, approachable, and results-focused environment.
• Adapt to changing company and department needs while adhering to policies and procedures.
• Participate in weekly coaching sessions and continuous training to meet performance metrics and career goals.
• Work overtime as needed.

Requirements

• Established residency in Pennsylvania.
• Primarily work-from-home, with occasional in-office days (frequency based on performance metrics).
• High-speed data connection (minimum 400 Mbps download) and a quiet, dedicated workspace.
• Work-from-home equipment provided by Blue Ridge must be connected directly to your router.

Qualifications

• High School Diploma or G.E.D.
• Valid PA Driver’s License and good driving record.
• Minimum 1 year of customer service and sales/retention experience.
• ICOMS GUI experience preferred.
• Proficiency in Microsoft Office Suite and strong computer skills.
• Working knowledge of telecommunication products and services (internet, Wi-Fi, HD TV, TiVo, telephone).
• Strong negotiation, communication, and problem-solving skills.
• Excellent active listening and typing skills (accurate data entry).
• Technical troubleshooting ability.
• Proven success in sales, including overcoming objections and building trusted relationships.
• Ability to multi-task, show initiative, and adapt to change in a fast-paced environment.
• Team-oriented mindset with a customer-focused, professional, and positive attitude.

Benefits

• Impressive health insurance package for full-time employees.
• Paid time off.
• Tuition reimbursement.
• Referral program.
• Commissions on top of base pay, with incentive bonuses for meeting sales and retention goals.
• Quarterly goal evaluations (subject to change).