Pencor Construction

Customer Support

• Embrace our core values and consistently lead by example
• Create an environment that encourages continual learning and development
• Monitor the activities of representatives supporting our customers
• Assist with evaluating representatives job performance and provide timely feedback
• Ensure adherence to proper processes and procedures
• Create expectations, provide formal and informal coaching and recognize success
• Communicate with the team on a daily basis
• Coach representatives to build problem-solving skills and work independently
• Interact with customers on an as-needed basis, handling escalated customer situations
• Address any performance issues in a timely manner with management
• Communicate and escalate with internal teams and external vendors
• Department scheduling and payroll
• Collaborate with leadership and other department’s to meet evolving needs of our business
• Process time off request, call outs and overtime request
• Oversee inventory management of each location, including ordering new supplies when needed
• Inspect the store’s physical appearance to make sure it’s clean and well-stocked at all times
• Train employees on company policies and procedures
• Manage employee’s performance by providing feedback, coaching and counseling when necessary
• Conduct employee performance appraisals to ensure they meet company standard
• Conduct interviews to identify talent to bring into our organization
• Perform and monitor agents monthly
• Ensure agents are held to expectations of job duties and performance
• Other duties as assigned

Customer Experience Supervisor

System Administrator

• Managing and supporting the CRM systems platform
• Providing ongoing assistance to our 300+ user organization
• User management, system configuration and handling user support through Help Desk Cases
• Developing custom objects, fields, workflows and validation rules
• Set up automation to streamline tasks
• Creating and maintaining clear documentation to support users and internal teams
• Collaborating with colleagues to understand, analyze and improve CRM systems with third-party tools or systems
• Communicating with consultants and/or vendors when necessary
• Other duties as assigned

CRM Systems Administrator

• 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, communicate product features and benefits and make 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

OMNI Customer Experience Specialist – Split Shift

• 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

• 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

Customer Experience Specialist

QA Engineer

• The QA/QC Specialist will be functioning as quality control to check work orders for accuracy and as quality assurance to monitor and evaluate customer and agent interactions.
• Responsible for ensuring customer orders and complaints are handled with excellence and meets our brand standard.
• Monitor and evaluate customer and agent interactions to ensure a high level of customer service while verifying that interaction guidelines are followed.
• Responsible for setting quality standards for incoming and outgoing phone calls as well as our online communications (through chat & email) for our customer service team.
• Track and brainstorm areas for improvement with lessons learned from escalated customer situations.
• Provide feedback to agents and leadership through email and possible one-on-one coaching sessions.
• Monthly reports and individual agent feedback will need to be provided within required deadlines.
• Assist with New Hire Onboarding to showcase quality standards.

Customer Experience Supervisor

CRM Systems Administrator

OMNI Customer Experience Specialist – Split Shift

OMNI Customer Experience Specialist – Split Shift

Customer Experience Specialist

QA/QC Experience Specialist