Customer Experience Specialist (Hybrid)

$35,360 - $35,360/Yr

Pencor Services - Lehighton, PA

Full-time - Entry Level

Remote - Lehighton, PA

Broadcasting and Content Providers

About the position

The Customer Experience Specialist at Pencor Services is responsible for building and maintaining trusted relationships with customers through effective communication and support. This hybrid role involves assisting customers over the phone and at retail counters, ensuring a pleasant experience by addressing inquiries related to billing, installation, and services. The position emphasizes the importance of customer satisfaction and requires a positive demeanor, strong listening skills, and the ability to provide solutions in a fast-paced environment.

Responsibilities

• Provide support to Blue Ridge customers for billing, troubleshooting, retention, and sales interactions.
• Troubleshoot and resolve 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.
• Educate customers about the features and benefits of our products and services and consistently promote self-service options to improve the customer experience.
• Right fit products to customers as solutions through upgrades, self-installs, and/or swapping out equipment.
• Ensure proper cash handling procedures are implemented through tracking and processing payments, providing receipts with each transaction, and completing cash and check deposits.
• Act 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.
• Explain account information to customers with a focus on first interaction resolution.
• Resolve customer complaints/concerns through active listening, empathy, professionalism, and problem-solving.
• Inspect the store's physical appearance to make sure it's clean and well-stocked at all times.

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.
• Bilingual Spanish a plus.
• Strong Computer Skills including Microsoft Office Programs and Outlook.
• Excellent Communications Skills - Oral and Written.
• 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 come into the local office as scheduled.
• Ability to lift and carry 30lb equipment boxes.

Nice-to-haves

• Bilingual Spanish proficiency is a plus.
• Previous customer service and/or sales experience is a plus.

Benefits

• Health insurance
• Tuition reimbursement
• Paid time off
• Work from home
• Referral program