Customer Experience Quality Analyst at Blue Ridge Communications managing customer feedback and insights. Focused on driving improvement in customer journeys through actionable data analysis and reporting.
About the role
- Customer Experience Specialist providing support for billing, repair, retention and sales calls. Troubleshooting technical problems and ensuring a pleasant experience for Blue Ridge customers.
Responsibilities
- Providing support to Blue Ridge customers for billing, repair, retention and sales calls
- Troubleshooting and resolving technical problems and other general account inquiries over the phone in a single customer interaction to maximize customer experience;
- Communicating 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
- Explaining account information to customers with a focus on first-call resolution;
- Resolving customer complaints/concerns through active listening, empathy, professionalism and problem-solving
- Acting as a product consultant, communicating product features and benefits and making recommendations based on the customers’ needs/interests;
- Identifying buying signals, asks for the sale, reinforces current value to existing customers, and delivers a high-quality interaction
- Positively contributing to our team culture
- Consistently maintaining product knowledge and actively participating in training and coaching sessions
- Achieving established goals and performance metrics; Performance goals must be met on a monthly basis to qualify for our work-from-home program
- Other duties as assigned
Requirements
- H.S. 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
- Working knowledge of Microsoft Office Programs and Outlook
- Excellent Communication Skills – Oral and Written
- Strong Computer Skills
- Ability to provide regular, consistent, and punctual attendance
- Ability to build positive rapport quickly with customers
- Ability to multitask without sacrificing work quality
- Ability to travel to the Lehighton Call Center for training / as required
- Willingness to work as part of our successful team
Benefits
- Impressive health insurance package to full-time employees
- Paid time off
- Tuition reimbursement
- Employee referral program
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