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

Provides end-to-end support for customers looking to modify their current services and capitalizes/ focuses on generating new revenue or lines of business. Ensure a positive experience and that is in accordance with the Company's service delivery strategy. Establishes and builds rapport as a product ambassador, 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, such as illustrating value of our products, 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 to both internal and external customers. Completes all required coursework and must progress to Level Two within 12 months of hire.


Job Description
Hours of Operation: 7am-midnight (est time) Monday-Saturday
Work hours: 3:30pm-midnight OR 3:45pm-12:15am
Closed -Sunday

Job Description

Core Responsibilities

• Takes a consultative approach to finding custom solutions to customers’ needs. Resolves customer complaints/concerns through active listening, empathy, professionalism, and problem solving.
• Effectively works to build a consultative relationship with the customer to create understanding and resolve all issues including articulating an appropriate product solutions, features and benefits.
• Sets clear expectations by providing accurate information and transparent communication.
• Improves customer satisfaction and maximize sales opportunities using up-to-date in-depth knowledge of competitive environment, products, and services and compare the benefits of Xfinity over competitors. Ability to multitask between multiple tools and systems with ease and apply information and knowledge to customer interactions.
• Uses problem solving and critical thinking skills to resolve customer issues independently.
• Operates well under pressure and comfortable within a fast paced, changing, and virtual environment. Maintains the ability to stay composed in stressful situations as well as manage and de-escalate interactions with customers.
• Actively participates and engages in trainings, coaching sessions, and team meetings virtually.
• Understands and promotes the use of our external applications to drive the customer to self-service when applicable.
• Interacts with customers through various means of communication (both verbal and written) to assist with a variety of customer inquiries and issues.
• Achieves established goals and performance metrics.
• 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).
• Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary.
• Other duties and responsibilities as assigned.

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, p