Pencor Construction

Inside Sales

• Involves "warm" calling to identify additional needs for existing customers
• Re-contracting and up-selling all available PenTeleData services
• Engage in "cold" calling to promote new client growth
• Handling inbound sales leads for both new and existing customers
• Other duties as assigned

Inside Sales Business Development

Support Engineer

• Handling customer interactions via inbound and outbound calls, chats and emails
• Troubleshooting an array of support calls for various products and services offered by PenTeleData and its partners
• Working with other teams and departments to route calls and cases
• Maintaining appropriate records of customer interactions
• Performing special project work as assigned by leadership
• Other duties as assigned

Technical Support Representative

Customer Support

• Assist in supporting our customer care teams through multiple channels
• Answer standard customer interactions during high call volume situations
• Advocate when implementing policies and procedures such as compliance and adherence to performance metrics
• Assist in team efforts for continuous improvement and team huddles
• Work on reports and documentation to assist all supervisor team when requested
• Help to create a positive and empowering team culture
• Collaborate with peer leads and participate in feedback sessions on designated projects
• Conduct Customer Follow Ups and handle escalated customer situations
• Provide support to team on company policies and procedures, customer service, sales, and retention
• Teach all proprietary software and resources to staff and assist in training new hires

Customer Experience Team Lead

• 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;
• 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
• 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;
• Identifies 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

Customer Experience Specialist – Split-Shift

• 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
• Educating customers about the features and benefits of our products and services
• Communicate information and directions to the customer in an organized and concise manner
• Ensuring proper cash handling procedures are implemented through tracking and processing payments
• Acting as a product consultant, communicating product features and benefits and making recommendations based on the customers’ needs/interests

Customer Experience Specialist

• 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;
• 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
• 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; Identifies 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

• Provide front counter coverage and operational support across the Newberry, Duncannon and Ephrata Retail Centers
• Ensure adequate staffing and coverage, stepping in to support counter operations when locations are at a deficit
• Provide ongoing support to both the Contact Center and Retail Center teams
• Promote consistent service delivery, operational excellence and team collaboration
• Assist in supporting our teams’ questions
• Be an advocate when implementing policies and procedures such as compliance, adherence of performance metrics and team goals
• Assist in team efforts for continuous improvement, team huddles, and work on reports and documentation to assist all supervisor team when requested
• Help to create a positive and empowering team culture that is in line with our brand personality
• Answer standard customer interactions as needed during high call volume situations
• Assist in other duties assigned to them by their reporting leader
• Collaborate with peer leads and participate in feedback sessions on designated projects

Retail Customer Experience Team Lead

Customer Retention Specialist

• Help build and maintain trusted relationships with valued customers
• Ensure the services customers are interested in are the right fit for their entertainment needs
• Provide exceptional customer service to promote campaigns and service plans
• Handle inbound calls focused on retention and sales
• Deescalate customer concerns using strong problem-solving skills
• Assist with outbound retention and sales projects
• Collaborate with the Sales & Retention Team to improve response times during call volume spikes
• Participate in weekly coaching and continuous training for performance support

Sales and Retention Specialist

• Help build and maintain trusted relationships with valued customers
• Ensure services are the right fit for customer entertainment needs
• Demonstrate good listening and communication skills
• Engage in outbound retention and sales projects to retain customer relationships
• Resolve customer concerns with strong problem-solving skills
• Promote the value of services to generate sales
• Participate as a team member in a busy inbound call center environment
• Jump in to assist with billing or troubleshooting during call volume spikes
• Attend weekly coaching and continuous training sessions

Sales & Retention Specialist

• 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
• 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
• 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; Identifies 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

• 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
• 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
• 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
• Identifies 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

• 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
• 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
• 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
• Positively contributing to our team culture
• Consistently maintaining product knowledge and actively participating in training and coaching sessions
• Achieving established goals and performance metrics

• 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
• 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
• 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, asking for the sale, reinforcing current value to existing customers, and delivering 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

• 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