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, Stroudsburg, United States

About the role

• Customer Experience Specialist assisting customers with billing, technical issues, and product understanding at Blue Ridge Communications. Delivering a consistently pleasant customer experience in a hybrid role.

Responsibilities

• Providing support to Blue Ridge customers for billing, troubleshooting, retention and sales interactions
• Troubleshooting and resolving technical problems and other general account inquiries in a single customer interaction to maximize the 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
• Right fitting our products to customers as solutions through upgrades, self-installs, and/or swapping out equipment
• Ensuring proper cash handling procedures are implemented through tracking and processing payments, providing receipts with each transaction and completing cash and check deposits
• Acting as a product consultant, communicating product features and benefits and making recommendations based on the customers’ needs/interests
• Identify buying signals, ask for the sale, reinforce current value to existing customers and deliver a high-quality interaction
• Explaining account information to customers with a focus on first interaction resolution
• Resolving customer complaints/concerns through active listening, empathy, professionalism and problem-solving
• Providing equipment boxes to customers (30lb boxes)
• Inspecting the store’s physical appearance to make sure it’s clean and well-stocked at all times
• Other duties as assigned

Requirements

• High School 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
• Strong Computer Skills, including Microsoft Office Programs and Outlook
• Excellent Communications Skills – Oral and Written
• 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 which display innovation
• Ability to lift and carry up to 30lbs
• Ability to regularly work in your local BRC office as scheduled
• Ability to travel to our Lehighton Call Center for training / as needed

Benefits

• Health insurance
• Paid time off
• Tuition reimbursement
• Employee referral program