Customer Experience Representative, Change of Service

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

We are seeking motivated, enthusiastic, and sales-driven agents to join our dynamic Change of Service Team. Change of Service Agents are responsible for driving key business sales growth and revenue growth by accurately and confidently handling diverse types of direct customer inquiries including but not limited to billing inquiries, technical problem solving, and handling sales opportunities. In addition to driving sales, Change of Service Agents are expected to proactively address all customers' needs as well as being a strong advocate for our customers' overall experience. Key skills include strong problem solving, relationship building, communication, sales skills, and the ability to thrive in a fast-paced environment.

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: 7am-midnight (est time) Monday-Saturday
Sunday-closed

Must be flexible to work any assigned shift.

Job Description

Core Responsibilities

• Sales & Customer Engagement: Consistently meet or exceed sales targets by responding to inbound inquiries, engaging new and existing customers through consultative techniques, identifying needs, overcoming objections, and recommending tailored solutions. 

• Customer Support & Relationship Building: Deliver exceptional service by addressing inquiries, resolving issues, and converting support interactions into sales opportunities. Build positive, lasting relationships through transparent communication and accurate information. 

• Product & Process Expertise: Educate customers on products and services using available tools and resources while adhering to established sales and operational processes to ensure consistency, compliance, and quality. 

• Professionalism & Integrity: Maintain a respectful, friendly, and professional demeanor. Apply sound judgment within company policies and guidelines, including safeguarding Customer Proprietary Network Information (CPNI) and Personally Identifiable Information (PII). 

• Communication & Interpersonal Skills: Demonstrate strong listening, verbal, and written communication skills, along with effective problem-solving and de-escalation techniques in high-pressure or challenging situations. 

• Adaptability & Growth Mindset: Operate effectively in a fast-paced, dynamic, and virtual environment. Show resilience under pressure and proactively engage in continuous learning through training, coaching, and team meetings. 

• Collaboration & Teamwork: Work closely with peers and cross-functional teams to achieve departmental goals and deliver a seamless customer experience. 

• Technical Proficiency: Navigate multiple systems efficiently, process transactions accurately, and utilize standard office tools (keyboard, mouse, headset) to maintain productivity. 

• Reliability & Flexibility: Maintain consistent and punctual attendance. Be available for nights, weekends, variable schedules, and overtime as needed, while demonstrating willingness to take on additional responsibilities. 

• Coachability & Performance: Actively seek, receive, and apply feedback to improve performance. Achieve established goals and metrics while contributing to team success. 

• Other Duties: Perform additional responsibilities as assigned to support business objectives. 

•  
  Employees at all levels are expected to: 

• Understand our Operating Principles; make them the guidelines for how you do your job. 

• 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. 

• Know your stuff be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially o