Job Posting Title Customer Service Sales Representative (TSX)

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 end-to-end 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 responding to requests regarding technical questions and problem resolution related to company products as well as customer equipment. Actively puts the customer needs and wants at the center of all interactions. 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 through both verbal and written means via various platforms: SMS, eChat, email, or phone.

Job Description

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 researches 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 Informatio