Customer Experience Specialist

Customer Experience Specialist Blue Ridge Communications is 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.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 company's 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 Responsibilities: Provide 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 programOther duties as assignedQualifications: H.S. Diploma or G.E.D.Established residency in PennsylvaniaValid PA Driver's License and good driving recordPrevious 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 qualityAbility to come into the office as requested by management