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. 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. 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. Hours of Operation: Monday – Saturday 5:45am to 10:45pm Eastern Time Closed Sunday 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. • 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. • Works independently and seeks Supervisor support when necessary. • Interacts with customers via telephone, e-mail, SMS or face-to-face to assist with a variety of customer inquiries and issues. Must be able to wear telephone headset and manipulate objects such as pen, keyboard, and mouse. • 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 guidel
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