Customer Experience Specialist
Company: Pencor Services
Location: Stroudsburg
Posted on: May 4, 2024
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Job Description:
Company: Blue Ridge CommunicationsWFH Shifts - Tuesday-Saturday
OR Sunday-Thursday: 12PM-9PM OR 3PM-12AMPencor and its subsidiaries
are Equal Opportunity Employers*Next 9-week training class is
expected to start on June 24, 2024 and will be conducted
Monday-Friday, 8AM-5PM.While training is predominantly completed at
home with a live trainer and classmates, there is an option for
live in-person training for our Hands-on Troubleshooting segment,
which would be completed at our home office in LehightonAgents must
reside in Pennsylvania and have a High-Speed Data Connection with a
Minimum of 400 Mbps as well as a quiet dedicated office space in
which to work during their shiftsThere will be a minimum
requirement of traveling to your base office at least once a month;
frequency of coming into the office can be increased due to
performance resultsOur passion at Blue Ridge is to keep our
community connected through reliable High-Speed Internet (with
HomeFi), Phone, and Video (HD & TiVo) Technology. Servicing
Northeastern Pennsylvania, we work hard every day to connect our
customers to the people, places, and things that matter the most in
their lives.We are currently seeking a Customer Experience
Specialist, to help us build and maintain trusted relationships
with our valued customers. With each interaction, you get the
opportunity to work as a brand ambassador and assist our customers
over the phone, and at our counter. Your primary responsibility is
to deliver a pleasant experience consistently to our customers by
demonstrating a caring and practical approach with each
interaction. The products and services we offer enable customers to
stay connected to the people and things that matter most to them.
Helping customers to understand how our services work and how they
can get the most out of the technology is important. When they have
questions about their bill, installation, or service we answer
those promptly, professionally, and politely. Each customer
interaction is important. We exist because of our customers and it
is important that we connect with each one so they know we value
the relationship we have with them and appreciate that they chose
Blue Ridge.Our ideal candidate must maintain a positive demeanor
and know how to tactfully respond to situations. The position
requires the skill and personality to respectfully care for our
valued customers while keeping our companys policies and guidelines
in perspective. It is essential to have good listening and
communication skills while staying approachable to ensure a
comfortable experience for our customers. The right candidate will
have a humble yet goal-oriented nature ready to learn a variety of
skills, and platforms, to be successful in a busy contact center
environment. Strong people skills are necessary, as well as a
strong desire to improve and create new solutions. We are looking
for this candidate to have a passion for customer service and
working for Blue Ridge.Our Contact Center Teams are diverse and
uphold a personality of fun, caring, approachable, yet practical to
deliver results. Our brand promise is, To Deliver a Trusted and
Valued Connection Always! Our culture is rich with learning and
growth opportunities. We provide weekly coaching with your
dedicated leader and continuous training opportunities to ensure
you feel supported in reaching your career goals. We are seeking
dependability from our team members, with the ability to work
overtime if needed. Blue Ridge offers an impressive health
insurance package to full-time employees, paid time off, tuition
reimbursement, and an employee referral program.Core
ResponsibilitiesProvide support to Blue Ridge customers for
billing, repair, retention, and sales callsTroubleshoot and resolve
technical problems and other general account inquiries over the
phone in a single customer interaction to maximize the customer
experience; Communicate information and directions to the customer
in an organized and concise mannerEducate customers about the
features and benefits of our products and services and consistently
promote self-service options to improve the customer
experienceExplain 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 problemResolve customer complaints/concerns through active
listening, empathy, professionalism and problem-solvingActs 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
interactionRegular, consistent, and punctual attendance; Must be
available to work overtime when neededPositively contribute to our
team cultureConsistently maintain product knowledge and actively
participate in training and coaching sessionsAchieves established
goals and performance metrics; Performance goals must be met on a
monthly basis to qualify for our work-from-home
programQualificationsH.S. Diploma or G.E.D.Established residency in
PennsylvaniaPrevious Customer Service PreferredSales experience a
plusBilingual Spanish a plusExcellent Communication Skills oral and
writtenAbility to build positive rapport quickly with
customersStrong computer skills and working knowledge of Microsoft
Office Programs and OutlookWillingness to work as part of our
successful teamAbility to multitask without sacrificing work
qualityINDCSRby Jobble
Keywords: Pencor Services, Bethlehem , Customer Experience Specialist, Other , Stroudsburg, Pennsylvania
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