OMNI Customer Experience Specialist

Company: Blue Ridge Communications
Various WFH Shift Options: Tuesday-Saturday or Sunday-Thursday Schedules

The OMNI position is a Phone Support role with Chat & Email Support when volume rises. This position requires the ability to swivel between all three whenever the demand is great.

IMPORTANT / MUST REVIEW!!

The next paid training class is expected to start on July 13, 2026.

Training Details

Training hours may differ from the regular assigned/accepted shift

Specific training schedules will be discussed during the job interview, if one is conducted

Training is 10 weeks in total

6 weeks are conducted at home with live trainers and classmates in your dedicated workspace

4 weeks will be conducted in-person at our training facility in Lehighton to cover live calls and hands‑on troubleshooting

Position Requirements

Must have established residency in Pennsylvania

For all OMNI positions, there will be a requirement of in‑office days per month; the number of days in the office workspace is dependent on the performance of our metrics

Agents must have a High‑Speed Data Connection with a Minimum of 400 Mbps download and a quiet, dedicated office space in which to work during their shifts

Work‑from‑home equipment is provided by Blue Ridge and must be connected directly to the back of your router at home

Core 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; customers do not want to have to call us multiple times – own the interaction, answer the question and fix the problem

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; identify buying signals, ask for the sale, reinforce current value to existing customers and deliver a high‑quality interaction

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

Other duties as assigned

Qualifications

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 for full‑time employees

Paid time off

Tuition reimbursement

Employee referral program

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