Retail Customer Experience Specialist

$35,360 - $35,360/Yr

Pencor Services - Palmerton, PA

Full-time - Entry Level

Remote - Palmerton, PA

Broadcasting and Content Providers

About the position

The Retail Customer Experience Specialist at Pencor Services is responsible for delivering exceptional customer service and support to clients, primarily through phone interactions and in-person at retail locations. This role emphasizes building and maintaining trusted relationships with customers, ensuring they have a pleasant experience while addressing their inquiries regarding billing, service, and technology. The position requires a positive demeanor, strong communication skills, and the ability to troubleshoot and resolve issues effectively, all while adhering to company policies and guidelines.

Responsibilities

• Provide support to Blue Ridge customers for billing, retention, and sales calls.
• 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.
• 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.
• Educate customers about the features and benefits of our products and services and consistently promote self-service options to improve the customer experience.
• Explain account information to customers with a focus on first interaction resolution.
• Resolve customer complaints/concerns through active listening, empathy, professionalism, and problem-solving.

Requirements

• High School Diploma or G.E.D.
• Established residency in Pennsylvania.
• Previous Customer Service and/or Sales Experience is a plus.
• Strong Computer Skills including Microsoft Office Programs and Outlook.
• Excellent Communication Skills - Oral and Written.
• Willingness to work as part of a team.
• 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 lift and carry up to 30lb equipment boxes.

Nice-to-haves

• Previous Customer Service and/or Sales Experience is a plus.

Benefits

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