Senior CX Researcher leading end - to - end Customer Experience research programmes at a major organization. Partnering with various leaders to influence and improve customer experiences.
About the role
- Customer Experience Specialist assisting Blue Ridge customers with billing and troubleshooting. Educating customers on products while maintaining strong relationships and support.
Responsibilities
- Providing support to Blue Ridge customers for billing, troubleshooting, retention and sales interactions
- Troubleshooting and resolving 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
- Educating customers about the features and benefits of our products and services and consistently promoting self-service options to improve customer experience
- Right fitting our products to customers as solutions through upgrades, self-installs, and/or swapping out equipment
- Ensuring proper cash handling procedures are implemented through tracking and processing payments, providing receipts with each transaction and completing cash and check deposits
- Acting 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
- Explaining account information to customers with a focus on first interaction resolution
- Resolving customer complaints/concerns through active listening, empathy, professionalism and problem-solving
- Providing equipment boxes to customers (30lb boxes)
- Inspecting the store’s physical appearance to make sure it’s clean and well-stocked at all times
- Other duties as assigned
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
- Strong Computer Skills, including Microsoft Office Programs and Outlook
- Excellent Communications Skills – Oral and Written
- Willingness to work as part of a team
- Bilingual Spanish a plus
- 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 lift and carry up to 30lbs
- Ability to regularly work in your local BRC office as scheduled
- Ability to travel to our Lehighton Call Center for training / as needed
Benefits
- Health insurance package to full-time employees
- Paid time off
- Tuition reimbursement
- Employee referral program
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