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Comcast VIRTUAL CUST EXP REP (RETENTION) JACKSONVILLE, FL. in Jacksonville, Florida

Business Unit:

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 company products and

services along with identifying their unstated needs, selling any

missing lines of business to the customer, and make account changes as

necessary. Creates a personal connection to the customer and

demonstrates a 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.

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 our digital

tools and experiences

  • Win as a team - make big things happen by working together and being

open to new ideas

  • Be an active part of the Net Promoter System - a way of working that

brings more employee and customer feedback into the company - by joining

huddles, making call backs and helping us elevate opportunities to do

better for our customers

  • Drive results and growth

  • Respect and promote inclusion and diversity

  • Do what's right for each other, our customers, investors and our

communities

Core Responsibilities:

  • Retains customers by probing for current level of satisfaction and

identifying reasons for request to disconnect where applicable.

  • Must be bilingual (English and Spanish)

  • 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 consultant,

articulating appropriate product solutions, features and benefits.

  • 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 high-

transaction environment, with the ability to maintain composure in

stressful situations and manage and diffuse 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.

Job Specification:

  • High School or Equivalent

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  • Generally requires 0-2 years related experience

Comcast is an EOE/Veterans/Disabled/LGBT employer

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