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

Billing Specialist

• Answering high volume telephone calls
• Troubleshooting customer issues
• Speaking with customers in reference to abuse issues / policy violations
• Corresponding with customers in reference to service issues
• Answering Billing questions
• Corresponding with customers regarding updated credit card information
• Processing monthly refund and delinquent reports
• Helping to open and sort mail
• Posting payments and processing mail files
• Making courtesy calls to customers
• Auditing accounts
• Answering emails from department email box
• Communicating with partners in reference to accounts
• Working with other PTD departments to resolve customer issues
• Other duties as assigned by manager or director

Billing Clerk

System Administrator

• Managing and supporting the CRM systems platform
• User management, system configuration, and handling user support through Help Desk Cases
• Developing custom objects, fields, workflows, and validation rules to align with business processes
• Setting up automation to streamline tasks and boost efficiency
• Creating and maintaining documentation to support users and internal teams
• Collaborating with colleagues to improve CRM systems with third-party tools or systems
• Communicating with consultants and vendors as necessary

CRM / Salesforce Systems Administrator

• 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
• Explain 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

Retail Customer Experience Specialist

• Provide support to Blue Ridge customers for billing, troubleshooting, retention and sales interactions
• Troubleshoot and resolve 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
• Educate customers about the features and benefits of our products and services and consistently promote self-service options to improve customer experience
• Right fitting our products to customers as solutions through upgrades, self-installs, and/or swapping out equipment
• Ensure proper cash handling procedures are implemented through tracking and processing payments, providing receipts with each transaction and completing cash and check deposits
• Act 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
• Explain account information to customers with a focus on first interaction resolution
• Resolve customer complaints/concerns through active listening, empathy, professionalism and problem-solving
• Provide equipment boxes to customers (30lb boxes)
• Inspect the store’s physical appearance to make sure it’s clean and well-stocked at all times
• Other duties as assigned

• 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

• 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 and consistently promoting self-service options to improve customer experience
• 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

• 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

Manager

• Handling questions and problems from Billing Clerks and Supervisors professionally and proficiently
• Handling before and after billing cycle tasks such as refunds, delinquent customers, payments and returned checks
• Creating and updating DSL accounts
• Speaking with customers who need more assistance than a Billing Clerk or Supervisor can provide
• Monitoring daily activities in the department
• Monitoring phone calls for content and professionalism
• Corresponding with other departments to resolve issues
• Attending monthly supervisor meetings
• Reviewing daily, weekly and monthly reports
• Continuously working towards improving customer service skills and knowledge
• Handling special reports and projects that come through
• Enforcing company policies as needed
• Provide back-up phone support (if needed)
• Other duties as assigned by the Manager/Director

Customer Experience Supervisor

Billing Clerk

CRM / Salesforce Systems Administrator

Retail Customer Experience Specialist

Retail Customer Experience Specialist

Retail Customer Experience Specialist

Retail Customer Experience Specialist

Retail Customer Experience Specialist

Billing Assistant Manager