Customer Experience Representative 1, Appointment Management - Philadelphia, United States - VetJobs

Description

Job Description

ATTENTION MILITARY AFFILIATED JOB SEEKERS - Our organization works with partner companies to source qualified talent for their open roles. The following position is available to Veterans, Transitioning Military, National Guard and Reserve Members, Military Spouses, Wounded Warriors, and their Caregivers. If you have the required skill set, education requirements, and experience, please click the submit button and follow the next steps.

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
Responsible for providing support and facilitating interactions with our residential customers regarding billing, repair, and retention. Acts as a primary point of contact for the customer, taking ownership of customer interactions cross-functionally through to completion. Establishes and maintains positive, productive, and trusting relationships with customers to foster long-term loyalty and complete satisfaction, upholding Comcast's commitment to the customer experience through our Operating Principles, Net Promoter Score (NPS). Effectively uses systems and advanced tools to handle customer inquiries accurately and confidently for company products.

Additional Qualifications/Responsibilities

Core Responsibilities

• 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.
• Interacts with customers via telephone or e-mail to assist with a variety of customer inquiries and issues regarding billing, repair, and retention.
• Troubleshoots and resolves technical problems and other general account inquiries over the phone in a single customer interaction to maximize the customer experience. Articulate relevant information and directions in an organized and concise manner.
• Communicates and explains account information to the customer with focus on first-call resolution. Accurately calculates and communicates taxes, fees, one-time charges and/or recurring monthly fees. Explains billing cycles, processes, and prorates effectively to ensure that customers understand their statements.
• When appropriate, follows established escalation procedures to expedite prompt resolution.
• Follows established troubleshooting procedures using the appropriate resources and desktop tools.
• Produces work orders according to established business rules and provides customer appropriate guidance for unresolved out-of-scope issues.
• Establishes and maintains effective relationships with customers.
• Acts as a product consultant, articulating product features and benefits and making recommendations based on customer needs/interests; identifying buying signals and asking for the sale, reselling current value or right-size, delivering a quality customer experience.
• Offer products and services on every call when applicable.
• Build the value by being inquisitive, discovering needs and being a product ambassador.
• Uses multiple tools and systems (billing systems, knowledge base, technical tools etc.) and applies information to customer situations.
• Complies with 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 customers and promotes self-service options.
• Consistently meets or exceeds established goals and performance metrics.
• Regular, consistent, and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary.
• Attends training as required.
• Must be able to wear telephone headset and manipulate objects such as pen, keyboard, and mouse.
• 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.