Customer Service Representative (Retention) Part-Time
Company: Comcast
Location: Shreveport
Posted on: February 22, 2021
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Job Description:
Virtual applicants must live in the following states: Alabama,
Arkansas, Florida, Georgia, Illinois, Indiana, Kentucky, Louisiana,
Michigan, Mississippi, South Carolina, or Tennessee Why join our
amazing Technical team:Medical/Dental/Vision benefits on your FIRST
DAY (yes, FIRST DAY! Crucial during these unprecedented times) FREE
Xfinity cable and internet on your FIRST DAY PAID training (no
experience? no worries, we pay you as we train you!) Competitive
pay + bonus Annual merit increase based
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.
Job Description
Virtual applicants must live in the following states: Alabama,
Arkansas, Florida, Georgia, Illinois, Indiana, Kentucky, Louisiana,
Michigan, Mississippi, South Carolina, Tennessee
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 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.
Comcast is an EOE/Veterans/Disabled/LGBT employer.
Education
Some High School Coursework
Relevant Work Experience
0-2 Years
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. 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.
Keywords: Comcast, Shreveport , Customer Service Representative (Retention) Part-Time, Other , Shreveport, Louisiana
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