Virtual Customer Experience Representative, Recovery

About the position 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. This is a work from home frontline role which requires shift work taking inbound calls and is responsible for providing end-to-end support for our customers. Ensure a positive experience 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, problem resolution related to company products, equipment, billing, and other customer needs. Actively puts the customer needs and wants at the center of all interactions. Responsible for discovering customer needs for upgrading additional products and services. 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. Sales additional products and services to customers according to their needs. Communicates in a warm and friendly manner over the phone.

Responsibilities

• 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.
• Follows established troubleshooting procedures, including use of multiple resources and desktop tools.
• 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.
• Acts as a product consultant, offering appropriate product solutions, features and benefits based on customer needs.
• Corrects discrepancies on customers' accounts and researches service disruptions as necessary.
• Demonstrates functional skill in communicating and explaining basic to complex account information to the customer.
• Multitasks between multiple tools and systems and applies information and knowledge to customer situations.
• Educates and promotes self-service options.
• 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.

Requirements

• Some High School Coursework
• 0-2 Years of relevant work experience
• Ability to work in a fast-paced, structured, metrics driven and high transaction environment.
• Demonstrates ability to achieve established goals and performance metrics.

Nice-to-haves

• Customer-Focused
• Workplace Organization
• Professional Etiquette
• Technical Knowledge
• Self Motivation
• Communication
• Critical Thinking Problem Solving

Benefits

• Base Rate: $16.00/hourly non-negotiable
• 5% quarterly bonus with potential to earn monthly uncapped commissions for meeting sales-related metrics
• Career growth and progression plans

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