Customer Experience Team Lead

Company: Blue Ridge Communications

WFH 2-Day Flex: Tuesday-Saturday, 8AM-5PM

Pencor and its subsidiaries are Equal Opportunity Employers

*This is a work from home hybrid opportunity. Our candidate must reside within a 50 mile radius from one of our local Contact Centers. Our team leads are expected to come into the Contact Center on an as needed basis. Work from home status is subject to change based on performance.

Our passion at Blue Ridge is to keep our community connected through reliable High-Speed Internet (with HomeFi), Phone, and Video (Stream & Live TV) Technology.  Servicing Northeastern Pennsylvania, we work hard every day to connect our customers to the people, places, and things that matter the most.

We are currently seeking a Customer Experience Team Lead to assist us in supporting our customer care teams through multiple channels.  In this role, it is essential to be knowledgeable in our processes and services paired with a high degree of focus on the customer experience. We are looking for our candidate to have a collaborative approach and a business mindset. Quick learning and strong work ethic will be required.

Our ideal candidate will have Customer Service experience and have working knowledge of call center technology.  Candidate will be expected to be assist in supporting our teams questions, be an advocate when implementing policies and procedures such as; compliance, adherence of performance metrics, and Team Goals.  Our candidate will assist in team efforts for continuous improvement, team huddles, and work on reports and documentation to assist all our supervisor team when requested.  Candidate will help to create a positive and empowering team culture that is in line with our brand personality. In our everyday actions, we want to be representing our company in delivering on our promise of creating a trusted and valued connection – always!  The Lead will answer standard customer interactions as needed during high call volume situations, and will assist in other duties assigned to them by their reporting leader. The candidate will collaborate with peer leads and will participate in feedback sessions on designated projects when needed.

Candidate must maintain a positive demeanor and know how to tactfully respond to the most challenging situations.  The position requires the skill and personality to respectfully care for our valued customers, while keeping the company’s policies and guidelines in perspective.  Strong leadership and people skills are necessary, as well as a strong desire to improve and create new solutions.  We are looking for this candidate to have a passion for customer service and working for Blue Ridge.  This candidate must be an admirable example for their Team at all times.

Our Contact Center Teams are diverse and uphold a personality of fun, caring, approachable, yet practical to deliver results.  Our brand promise is, “To Deliver a Trusted and Valued Connection – Always!”   Our culture is rich with learning and growth opportunities. We provide weekly coaching with your dedicated leader and continuous training opportunities to ensure you feel supported in reaching your career goals.  We are seeking dependability from our team members, with the ability to be flexible with you schedule on an as needed basis.  Blue Ridge offers an impressive health insurance package to full-time employees, paid time off, tuition reimbursement, and employee referral program.

Responsibilities include providing support to team on:

• Company Policies and Procedures
• Customer Service
• Sales and Retention
• Career development
• Coaching/Mentoring and assistance in providing reviews and feedback
• Troubleshooting our services and equipment
• Teaching all proprietary software and resources to staff
• Development of new hires after training is complete
• Compiling statistical reports
• Attending required training for self-development
• Sending out email notifications to staff on reminders, changes, or upgrades
• Attending necessary meetings
• WFM & Scheduling Assistance
• Batching
• Handling of escalated customer situations
• Handling agent inquires through online Slack Channel, Support Email, and Managers Phone Line.
• Tracking escalation questions from our team to identify trends for training/coaching purposes
• Participating in leadership meetings
• Conducting Customer Follow Ups
• Assisting with testing and feedback on new processes and products
• Traveling to assist at local offices within our group at the counter as needed
• Other duties as needed

Qualifications:

• High School Diploma or G.E.D
• Minimum of 1 year Telecommunications and/or Customer Service Experience
• Working knowledge of iGlass, Five9, and CSR Controls
• Working knowledge of BRC powered apps, equipment and services
• Proficiency with Microsoft Office Suite, Adobe and PowerPoint
• Proficiency using ICOMS/GUI /SLICC
• Comfortable using Slack Channel preferred
• Strong Order Entry Skills
• Strong Coaching and Development Skills
• Strong Sales & Retention Skills
• Strong Communications Skills – Oral and Written
• Strong Customer Service and Phone Soft Skills
• Strong Problem Solving and Troubleshooting skills
• Strong Time Management Skills
• Strong Organizational Skills
• Ability to work independently paired with good communication to peers and superiors
• Ability to display strong teamwork
• Ability to excel in a fast paced environment
• Ability to adapt to change and the changing needs of the company and departments
• Ability to consistently portray a neat and professional appearance
• Ability to represent a cooperative, professional and positive attitude towards customers, team members, peers and superiors
• Ability to perform duties while adhering to company policies and procedures
• Ability to create solutions and implement changes.
• Ability to display innovation/creativity
• Ability to work overtime when necessary