Hybrid OMNI Customer Experience Specialist – Split Shift

at Pencor Construction

• Job title: OMNI Customer Experience Specialist – Split Shift
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: $17 - $19 per hour
• Degree requirement: High School Diploma
• Location requirements: Hybrid, Lehighton, United States

About the role

• Customer Experience Specialist offering support to Blue Ridge customers over phone, email, and chat. Responsible for resolving inquiries and maintaining positive customer relations.

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 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 the 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, communicate product features and benefits and make recommendations based on the customers’ needs / interests
• Displaying regular, consistent and punctual attendance; Must be available to work overtime when needed
• 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

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
• Strong Computer Skills
• Excellent Communication Skills – Oral and Written
• Ability to provide regular, consistent and punctual attendance; Must be available to work overtime when needed
• Ability to build positive rapport quickly with customers
• Ability to travel to your local office and Lehighton Call Center as needed

Benefits

• Impressive health insurance package to full-time employees
• Paid time off
• Tuition reimbursement
• Employee referral program