Hybrid Customer Experience Specialist

at Pencor Construction

• Job title: Customer Experience Specialist
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: $17 per hour
• Degree requirement: High School Diploma
• Location requirements: Hybrid, Mansfield, United States

About the role

• Customer Experience Specialist providing support for billing, repair, retention, and sales calls at Blue Ridge Communications. Troubleshooting and resolving inquiries while maintaining high customer satisfaction.

Responsibilities

• Providing support to Blue Ridge customers for billing, repair, retention and sales calls
• Troubleshooting and resolving technical problems and other general account inquiries over the phone in a single customer interaction to maximize customer experience;
• Communicate information and directions to the customer in an organized and concise manner
• Educating customers about the features and benefits of our products and services and consistently promoting self-service options to improve customer experience
• Explaining account information to customers with a focus on first-call resolution;
• Customers do not want to have to call us multiple times - Own the interaction, answer the question, and fix the problem
• Resolving customer complaints/concerns through active listening, empathy, professionalism and problem-solving
• Acting as a product consultant, communicating product features and benefits and making recommendations based on the customers’ needs/interests;
• Identifies buying signals, asks for the sale, reinforces current value to existing customers, and delivers a high-quality interaction
• Positively contributing to our team culture
• Consistently maintaining product knowledge and actively participating in training and coaching sessions
• Achieving established goals and performance metrics; Performance goals must be met on a monthly basis to qualify for our work-from-home program
• Other duties as assigned

Requirements

• H.S. Diploma or G.E.D.
• Established residency in Pennsylvania
• Valid PA Driver’s License and good driving record
• Previous Customer Service and/or Sales Experience a plus
• Bilingual Spanish a plus
• Working knowledge of Microsoft Office Programs and Outlook
• Excellent Communication Skills – Oral and Written
• Strong Computer Skills
• Ability to provide regular, consistent, and punctual attendance-Must be available to work overtime when needed
• Ability to build positive rapport quickly with customers
• Ability to multitask without sacrificing work quality
• Ability to travel to the Lehighton Call Center for training / as required
• Willingness to work as part of our successful team

Benefits

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