Customer Experience Representative 1, Priority Xfinity Communities
Virtual
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.Job Description
Hours of operation 6:50am-12:15am est time 7 days a week
Open availability and flexibility are required for this role.
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 …
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RestrictionsMust be able to work nights and weekends Overtime as necessary Variable schedules Variable schedules and overtime as necessary Weekends
Benefits/PerksBenefits Best-in-class benefits Bonus Career growth opportunities Career opportunities Commission Flexibility Flexible hours Remote work
Tasks- Build customer relationships
- Drive innovation
- Handle billing inquiries
- Provide customer support
- Resolve technical issues
- Troubleshooting
Active Listening Billing Systems Communication Communications Consultative Selling Customer Experience Customer Interaction Customer Satisfaction Customer service Desktop Digital Tools Empathy Guidance Innovation Knowledge Base Listening Network Performance Metrics Problem-solving Sales Technical Problem Solving Troubleshooting
Experience0 years
Timezones