Customer Experience Associate Retention Representative

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. Promotes and sells Company products and services that are both current and emerging. Uses a consultative sales approach to ensure our customers receive the best value. 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.


Virtual work-from-home role
Hours of Operation:
Monday – Saturday 5:45am to 10:45pm Eastern Time
Closed Sunday
Work Hours: 3:30pm-12 midnight est time OR
3:45pm-12:15 midnight est time

Job Description

Core Responsibilities

• Retains customers through a discovery process to determine the current level of satisfaction and to identify reasons for request to cancel where applicable.
• Drive sales success by connecting with existing customers over the phone and matching them with the perfect Xfinity solutions
• Turn every interaction into an opportunity to help customers discover our amazing products and services
• 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.
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