Virtual Customer Experience Representative, Recovery (Evergreen)

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

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.

Job Description

Core Responsibilities

• Virtual work-from-home role 
• 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.
• Career growth and progression plans
• Hours of Operation: 6:45am-11pm eastern standard time, 7 days a week
• Must be flexible to work any assigned shift. Will be assigned if selected

• 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, with demonstrated ability to articulate relevant information.
• Follows established troubleshooting procedures, including use of multiple resources and desktop tools. When necessary, produce 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.
• Takes a consultative approach to finding custom solutions to customers' needs. Resolves customer complaints/concerns through active listening, empathy, professionalism and problem solving.
• Takes a consultative approach to assist the customer through discovering the customer needs and offering additional products and services which satisfies those needs. 
• Demonstrates 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 discovering the customers wants and needs, acts as a product consultant, and offering appropriate product solutions, features and benefits.
• Acts as a competitive expert to compare the benefits of Xfinity over the alternative solutions.
• Corrects discrepancies on customers' accounts and researches service disruptions as necessary. When appropriate, follow established escalation procedures to expedite prompt resolution.
• Demonstrates functional skill in communicating and explaining basic to complex account information to the customer with focus on first-call resolution.
• Multitasks between multiple tools and systems (knowledge base, team meetings, supervisor chat) 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, metrics driven and high transaction environment, with the ability to maintain composure in stressful situations.
• Demonstrates ability to achieve established goals and performance metrics. schedule(s) and overtime as necessary.
• 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 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 & diversity.
• Do what's right for each other, our customers, investors and our communities.

Disclaimer:

• This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications.

Skills

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

Compensation

Base Pay: $16.00

Base pay is one part of the Total Rewards that Comcast provides to compensate and recognize employees for their work.    Most sales positions are eligible for a Commission under the terms of an applicable plan, while most non-sales positions are eligible for a Bonus.  Additionally, Comcast provides best-in-class Benefits to eligible employees.  We believe that benefits should connect you to the support you need when it matters most, and should help you care for those who matter most.  That’s why we provide an array of options, expert guidance and always-on tools, that are personalized to meet the needs of your reality – to help support you physically, financially and emotionally through the big milestones and in your everyday life. Please visit the compensation and benefits summary on our careers site for more details. 

The application window is 30 days from the date job is posted, unless the number of applicants requires it to close sooner or later.

Education

Some High School Coursework

Certifications (if applicable)

Relative Work Experience

0-2 Years

Comcast is proud to be an equal opportunity workplace. We will consider all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, genetic information, or any other basis protected by applicable law. Comcast will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of applicable law, including the Los Angeles Fair Chance Initiative for Hiring Ordinance and the San Francisco Fair Chance Ordinance. Apply