Customer Experience Representative, Retention Services

Comcast brings together the best in media and technology. We drive innovation to create the world's best entertainment and online experiences. As a Fortune 50 leader, we set the pace in a variety of innovative and fascinating businesses and create career opportunities across a wide range of locations and disciplines. We are at the forefront of change and move at an amazing pace, thanks to our remarkable people, who bring cutting-edge products and services to life for millions of customers every day. If you share in our passion for teamwork, our vision to revolutionize industries and our goal to lead the future in media and technology, we want you to fast-forward your career at Comcast.

Job Summary

Responsible for providing support for our customers/communities to ensure a positive experience and that is in accordance with the Company's service delivery strategy. Establishes and builds rapport while promoting effective relationships and upholding our commitment to the customer experience through our Operating Principles, Net Promoter System, and quality behaviors. Responsible for accurately and confidently handling various types of customer inquiries while engaging and building a consultative relationship with our customer. Responsible for retaining customers who request to disconnect, or downgrade services/ensure at risk customers are satisfied. Re-builds the customer relationship by reselling the benefits and value of Xfinity products and services along with identifying any unstated needs, upgrading or adding additional lines of business, and making account changes as necessary. Creates a personal connection to the customer and demonstrates a favorable image of the Comcast and Xfinity brand through effective use of soft skills and problem-solving skills, professional communications and internal/external customer interactions. Communicates in a warm and friendly manner through both verbal and written means via various platforms: SMS, eChat, email, or phone.

Base Rate: $16.00/hourly non-negotiable plus a 5% quarterly bonus with a potential to earn monthly uncapped commissions for meeting sales-related metrics. Sales is uncapped.

Hours of Operation:
Monday – Saturday 6:50am to 12:15am Eastern Time
Closed Sunday

Job Description

Responsibilities:

• Retains customers through a discovery process to determine the current level of satisfaction and to identify reasons for request to cancel where applicable.

• Effectively works to build a consultative relationship with the customer to create understanding and resolve all issues.

• Sets clear expectations by providing accurate information and transparent communication.

• Takes a consultative approach to finding custom solutions to customers’ needs. Resolves customer complaints/concerns through active listening, empathy, professionalism, and problem solving.

• Sets clear expectations by providing accurate information and transparent communication.

• Illustrates competencies of a technology enthusiast. Uses multiple tools and systems with ease (billing systems, knowledge base, technical tools, etc.) to apply information to any customer interaction.

• Improves customer satisfaction and maximize sales and retention opportunities using up-to-date knowledge of competitive environment, products, and services.

• Based on the customers wants and needs, acts as a product ambassador, articulating appropriate product solutions, features and benefits.

• -Demonstrate expertise in, and excitement for, all Xfinity products, processes and support tools.

• Acts as a competitive expert to compare the benefits of Xfinity over the alternative solutions.

• Multitasks between multiple tools and systems (knowledge base, team meetings, supervisor) and applies information and knowledge to customer situations.

• Demonstrates awareness of company policies and procedures while applying sound judgment within scope of their empowerment and follows guidelines for Customer Proprietary Network Information (CPNI) and Personal Identifiable Information (PII).

• Educates and promotes self-service options.

• Must be able to work in a fast-paced, structured, dynamic and hightransaction environment, with the ability to maintain composure in stressful situations and manage and de-escalate interactions with angry or upset customers

• -Demonstrates ability to achieve established goals and performance metrics.

• Attends training as required.

• Works independently and seeks Supervisor support when necessary.

• Interacts with customers via telephone, e-mail, SMS or face-to-face to assist with a variety of customer inquiries and issues. Must be able to wear telephone headset and manipulate objects such as pen, keyboard, and mouse.

• Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary.

•  Other duties and responsibilities as assigned.

Employees at all levels are expected to:

• Understand our Operating Principles; make them the guidelines for how you do your job.

• Own the customer experience think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services.

• Know your stuff be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences.

• Win as a team make big things happen by working together and being open to new ideas.

• Be an active part of the Net Promoter System a way of working that brings more employee and customer feedback into the company by joining huddles, making call backs and helping us elevate opportunities to do better for our customers.

• Drive results and growth.

• Support a culture of inclusion in how you work and lead.

• Do what's right for each other, our customers, investors and our communities.

Disclaimer:

• This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications.

Accountability, Adaptability, Communication, Customer-Focused, Persuasion, Professional Etiquette, Professional Integrity, Relationship Building, Resilience, Self Motivation

Compensation

Base Pay: $16.00

Base pay is one part of the Total Rewards that Comcast provides to compensate and recognize employees for their work.    Most sales positions are eligible for a Commission under the terms of an applicable plan, while most non-sales positions are eligible for a Bonus.  Additionally, Comcast provides best-in-class Benefits to eligible employees.  We believe that benefits should connect you to the support you need when it matters most, and should help you care for those who matter most.  That’s why we provide an array of options, expert guidance and always-on tools, that are personalized to meet the needs of your reality – to help support you physically, financially and emotionally through the big milestones and in your everyday life. Please visit the compensation and benefits summary on our careers site for more details. 

The application window is 30 days from the date job is posted, unless the number of applicants requires it to close sooner or later.

Education

High School Diploma / GED

Certifications (if applicable)

Relevant Work Experience

0-2 Years

Comcast is an equal opportunity workplace. We will consider all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, genetic information, or any other basis protected by applicable law. Comcast will consider for employment applicants with arrest or conviction records in accordance with the requirements of applicable law, including the San Francisco Fair Chance Ordinance, the Los Angeles Fair Chance Initiative for Hiring Ordinance, the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Please note that federal state, or local laws and regulations may restrict or prohibit Comcast from hiring individuals convicted of certain crimes. Additionally, an applicant’s criminal history may have a direct, adverse, and negative relationship on the job duties of this position, which may result in the withdrawal of a conditional offer of employment.