Customer Service Sales Representative (TSX)

Core Responsibilities

• Virtual work-from-home role 

• 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.

• Career growth and progression plans

• Hours of Operation: 6:45am-11pm eastern standard time, 7 days a week

• Must be flexible to work any assigned shift. Will be assigned if selected

• Demonstrates functional skill to troubleshoot and resolve technical problems and other general account inquiries through both over the phone and written means to maximize the customer experience, with demonstrated ability to articulate relevant information.

• Follows established troubleshooting procedures, including use of multiple resources and desktop tools. When necessary, produce work order according to established business rules.

• 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.

• Takes a consultative approach to assist the customer through discovering the customer needs and offering additional products and services which satisfies those needs. 

• Demonstrates 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 discovering the customers wants and needs, acts as a product consultant, and offering appropriate product solutions, features and benefits.

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

• Corrects discrepancies on customers' accounts and research service disruptions as necessary. When appropriate, follow established escalation procedures to expedite prompt resolution.

• Demonstrates functional skill in communicating and explaining basic to complex account information to the customer with focus on first-call resolution.

• Multitasks between multiple tools and systems (knowledge base, team meetings, supervisor chat) 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, metrics driven and high transaction environment, with the ability to maintain composure in stressful situations.

• Demonstrates ability to achieve established goals and performance metrics. schedule(s) and overtime as necessary.

• 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