Advanced Service Representative - ACOE

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. This includes but is not limited to billing inquiries, technical problem solving, handling sales opportunities, proactively addressing all customer needs as well as being a strong advocate for our customers. 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.

This is a customer service role that specializes in supporting Comcast customers with disabilities. Successful candidates should possess the ability to demonstrate compassion and patience while resolving issues of importance for our customer such as; billing and payment concerns, discovering product and service needs and resolving technical issues. We are looking for the following skills:
• Technical aptitude, knowledge with assistive technology a plus
• A passion for helping people
• Ability to overcome obstacles and apply de-escalation skills when necessary
• Basic understanding of disability awareness and allyship
• Willingness to ask discovery questions to best position Comcast products and services to fit the customer’s needs
• Ability to handle a high volume of customer interactions

Job Description

Core Responsibilities

• Provides the right experience to customers for billing, repair, retention and sales inquiries or interactions.
• Troubleshoots and resolves technical problems and other general account inquiries in a single customer interaction to create promoters and enhance the customer experience.
• Follows established troubleshooting procedures, including use of appropriate resources and desktop tools. Produces 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.
• 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.
• 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.
• Assist customers to self-guided resolution while illustrating genuine concern and words that work throughout the interaction.
• Takes a consultative approach to finding custom solutions to customers' needs. Resolves customer complaints/concerns through active listening, empathy, professionalism and problem solving.
• 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 consultant, articulating appropriate product solutions, features and benefits.
• Asks probing questions and does not discuss confidential contractual billing information with unauthorized persons.
• Complies with all established credit policies and guidelines.
• Achieves established goals and performance metrics.
• Actively participates in trainings and coaching sessions.