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Customer Experience Specialist

Blue Ridge Communications

This is a Contract position in Tunkhannock, PA posted January 18, 2022.

Company: Blue Ridge CommunicationsDepartment: Payment CenterLocation: Tunkhannock, Pennsylvania 18657Job Type: Full TimeShift: Monday-Friday, 8AM-5PM with alternating Saturdays 9AM-1PMPay Rate: $15/hrPlease Note: The next training class is scheduled to start February 14th and will be conducted remotely Monday-Friday, 8AM-5PM. Once training is complete, agents will be expected to work in office.A Blue Ridge Customer Experience Specialist is an important member of our team. You are an enthusiastic learner, user and ambassador of our products and services. You are organized and detail oriented. Your primary responsibility is 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.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; Identify buying signals, ask for the sale, reinforce current value to existing customers and deliver a high quality interactionRegular, consistent and punctual attendance- Must be available to work overtime when neededActively participates in trainings and coaching sessionsAchieve established goals and performance metricsFull-Time employees receive:Comprehensive paid trainingCompany paid Medical, Dental and Vision planCompany paid Pension PlanCompany matched 401K PlanPaid Time OffTuition reimbursement programWellness Program IncentivesAdvancement OpportunitiesINDHPQualificationsH.S. Diploma or G.E.D.Previous Customer Service and/or sales experience 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 quality