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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:Provides end-to-end support for our customers/communities in a way thatis in accordance with the Company's service delivery strategy.Establishes rapport and promotes effective relationships, upholding ourcommitment to the customer experience through our Operating Principles,Voice of the Customer (VOC) surveys, and the Comcast Customer Guarantee.Responsible for accurately and confidently handling customer inquiriesincluding billing and technical questions. Responsible for handlingescalated cancellation requests from customers and responsible forsolving all issues, taking a consultative approach to finding customsolutions to customers' needs, as well as handling potential salesopportunities. Resolves problems related to Comcast products as well ascustomer equipment. Promotes company products and services and makesrecommendations that meet the customer needs. Relates well to thecustomer, demonstrates favorable image of the organization througheffective use of soft skills and problem solving skills, professionalcommunications and internal/external customer interactions. Exercisessound judgment within the scope of empowerment, and acts in the bestinterest of both the customer and company.Employees at all levels are expect to:- Understand our Operating Principles; make them the guidelines for howyou do your job- Own the customer experience-think and act in ways that put ourcustomers 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 ourgame-changing technology, products and services, especially our digitaltools and experiences- Win as a team-make big things happen by working together and beingopen to new ideas- Be an active part of the Net Promoter System-a way of working thatbrings more employee and customer feedback into the company-by joininghuddles, making call backs and helping us elevate opportunities to dobetter for our customers- Drive results and growth- Respect and promote inclusion and diversity- Do what's right for each other, our customers, investors and ourcommunitiesCore Responsibilities:- Provides support to customers for billing, repair, retention and salescalls.- Follows all company quality guidelines, to ensure consistency indelivery of the customer experience.- Consistently follows company policies and procedures while applyingsound judgment within scope of empowerment and follows guidelines forCustomer Proprietary Network Information (CPNI) and PersonalIdentifiable Information (PII).- Troubleshoots and resolves technical problems and other generalaccount inquiries over the phone in a single customer interaction tomaximize the customer experience. Articulate relevant information anddirections to the customer in an organized and concise manner.- Follows established troubleshooting procedures, including use ofappropriate resources and desktop tools. Produces work order accordingto established business rules.- Effectively gains the customer's cooperation to work through thetroubleshooting process, ensuring customer problem resolution.- Educates customers and promotes self-service options.- Communicates and explains account information to the customer withfocus on first-call resolution. Accurately calculates and communicatestaxes, fees, one-time charges, seasonal rate changes and recurringmonthly fees. Explains billing cycles, processes, and prorateseffectively to ensure that customers understand their statements.Corrects discrepancies on customers' billing statements, and researchcustomer billing situations as necessary. When appropriate, followsestablished escalation procedures to expedite prompt resolution.- Asks probing questions and does not discuss confidential contractualbilling information with unauthorized persons.- Uses multiple tools and systems (billing systems, knowledge base,technical tools, etc.) and apply information to customer situations.- Complies with all established credit policies and guidelines.- De-escalates upset customers to bring self-guided resolution bydemonstrating concern, proper use of empathy, and words that workthroughout the interaction.- Prepares sales orders, technician appointments, processes paymentinformation and attempts to collect delinquent account balances.- Handles escalated cancellation requests from customers, taking aconsultative approach to finding custom solutions to customers' needs.Resolves customer complaints/concerns through active listening, empathy,professionalism, and problem solving.- Improves customer satisfaction and to maximizes sales and retentionopportunities using up-to-date knowledge of competitive environment,products, and services.- Acts as a product consultant, articulating product features andbenefits and making recommendations based on customer needs/interests;identifying buying signals and asking for the sale, reselling currentvalue or right-size, delivering a quality customer experience.- Overcomes initial customer objections to presented offer usingappropriate strategy for resistance.- Achieves established goals and performance metrics.- Actively participates in trainings and coaching sessions.- Regular, consistent and punctual attendance. Must be able to worknights and weekends, variable schedule(s) and overtime as necessary.- Interacts with customers via telephone to assist with a variety ofcustomer inquiries and issues. Must be able to wear telephone headsetand manipulate objects such as pen, keyboard, and mouse.- Other duties and responsibilities as assigned.Job Specification:- High School or Equivalent--- Generally requires 0-2 years related experienceComcast is an EOE/Veterans/Disabled/LGBT employer
