Customer Experience Representative 1, Appointment - Philadelphia, United States - Comcast Corporation

Comcast Corporation

Verified Company

Philadelphia, United States

1 week ago

Posted by:

Mark Lane

beBee recruiter

Description

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), Voice of the Customer (VOC) surveys and the Comcast Customer Guarantee.

Effectively uses systems and advanced tools to accurately and confidently handle customer inquiries for company products.

Core Responsibilities

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 firstcall resolution. Accurately calculates and communicates taxes, fees, onetime charges and/or recurring monthly fees. Explains billing cycles, processes and prorates effectively to ensure that customers understand their statements.
Corrects discrepancies on customers' billing statements and researches customer billing situations as necessary. When appropriate, follows established escalation procedures to expedite prompt resolution.
Processes payment information and attempts to collect delinquent account balances.
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 outofscope 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 rightsize, delivering a quality customer experience.
Uses multiple tools and systems (billing systems, knowledge base, technical tools etc.) and applies information to customer situations.
Educates customers and promotes selfservice 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 gamechanging 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 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 infor