Customer Service Representative 1 (Promo Roll)

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

Provides end-to-end support for our customers who have either recently ended a promotional rate or are nearing the end of a promotional and wish to down grade or disconnect services. 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 retaining customers who are expressing a desire to either disconnect or downgrade services. Through active listening, assesses the best way to address customer concerns and ensure customer needs are met. Based on this assessment, recommends products and services to meet and exceed customer expectations. Actively puts the customer needs and wants at the center of all interactions. Responsible for accurately and confidently handling various types of customer inquiries while engaging and building a consultative relationship with our customer. Creates a personal connection to the customer and demonstrates favorable image of the organization through effective use of soft skills and problem-solving skills, professional communications, and internal/external customer interactions. Communicates in a warm and friendly manner to demonstrate empathy and understanding while driving to a solution. Completes all required coursework and must progress to Level Two within 12 months of hire. 

Job Description

Core Responsibilities

• Effectively works to build a consultative relationship with the customer to create understanding and resolve all concerns.
• Sets clear expectations by providing accurate information and transparent communication.
• Communicates and explains account information to the customer with focus on doing everything in your power to resolve an issue while instilling confidence and trust. When appropriate, follows established escalation procedures to expedite prompt resolution.
• Based on the customers wants and needs, acts as a product consultant, articulating appropriate product solutions, features and benefits.
• Improves customer satisfaction and maximize sales and retention opportunities using up-to-date knowledge of competitive environment, products, and services.
• Takes a consultative approach to finding custom solutions to customers’ needs. Resolves customer complaints/concerns through active listening, empathy, professionalism, and problem solving.
• 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.
• Able to work in a fast-paced, dynamic, high transaction environment, with the ability to maintain composure in stressful situations and manage and de-escalate interactions with angry or upset customers. Displays resiliency in the face of pressure.
• Works independently in a virtual environment and seeks Supervisor support when necessary, maintaining a continuous level of productivity. Able to trouble shoot basic technical issues impacting ability to work efficiently.
• Assists customers to self-guided resolution while illustrating genuine concern, and words that work throughout the interaction where appropriate.
• Achieves established goals and performance metrics.
• Actively participates in trainings and coaching sessions.
• 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). Complies with all established credit policies and guidelines.
• Regular, consistent and punctual attendance. Must be able to work nights, weekends, holidays, variable schedule(s), and overtime as necessary.
• Interacts with customers through various means of communication (both verbal and written) 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.
• Other duties and responsibilities as assigned.

Employees at all levels are expected to:

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