Virtual Customer Service Representative (Promo Roll- E/Req) July/Aug

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

Training Schedule: Mon-Fri 11am-8pm est time for 8-10 weeks
July-Work Schedule: 1:00-10:00pm (Sat 12:00-9pm)
(Off Sun/Wed)
Aug-Work Schedule: 1:00-10:00pm (Sat 12:00-9pm)
(Off Sun/Wed)
Virtual applicants must live in the following states: Alabama, Arkansas, Florida, Georgia, Illinois, Indiana, Kentucky, Louisiana, Michigan, Mississippi, South Carolina, Tennessee.
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.

Core Responsibilities

• Effectively works to build a consultative relationship with the customer to create understanding and resolve all issues.
• Other duties and responsibilities as assigned.
• Acts as a competitive expert to compare the benefits of Xfinity over the alternative solutions.
• Takes a consultative approach to finding custom solutions to customers’ needs. Resolves customer complaints/concerns through active listening, empathy, professionalism, and problem solving.
• Works independently and seeks Supervisor support when necessary.
• Sets clear expectations by providing accurate information and transparent communication.
• Attends training as required.
• Demonstrates ability to achieve established goals and performance metrics.
• 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).
• Improves customer satisfaction and maximize sales and retention opportunities using up-to-date knowledge of competitive environment, products, and services.
• Multitasks between multiple tools and systems (knowledge base, team meetings, supervisor) and applies information and knowledge to customer situations.
• 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.
• Educates and promotes self-service options.
• Retains customers through a discovery process to determine the current level of satisfaction and to identify reasons for request to cancel where applicable.
• Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary.
• 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
• 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.
• 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.
• Sets clear expectations by providing accurate information and transparent communication.

Employees at all levels are expected to:

• Know your stuff be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences.
• Respect and promote inclusion & diversity.
• Drive results and growth.
• Win as a team make big things happen by working together and being open to new ideas.
• Do what's right for each other, our customers, investors and our communities.
• 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.
• 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.
• Understand our Operating Principles; make them the guidelines for how you do your job.

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.

Comcast is an EOE/Veterans/Disabled/LGBT employer.

Comcast is proud to be 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, or any other basis protected by applicable law.

Education

High School Diploma / GED

Certifications (if applicable)

Relevant Work Experience

0-2 Years

Salary:

Base Pay: $15.00

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. 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.