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 ourresidential customers regarding billing, repair and retention. Acts asa primary point of contact for the customer, taking ownership ofcustomer interactions cross-functionally through to completion.Establishes and maintains positive, productive and trustingrelationships with customers to foster long-term loyalty andcomplete satisfaction, upholding Comcast’s commitment to thecustomer experience through our Operating Principles, Net PromoterScore (NPS), Voice of the Customer (VOC) surveys and the ComcastCustomer Guarantee. Effectively uses systems and advanced tools toaccurately and confidently handle customer inquiries for companyproducts.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 ourcommunities
Core Responsibilities:- Interacts with customers via telephone or e-mail to assist with avariety of customer inquiries and issues regarding billing, repair, andretention.- 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 in an organized and concise manner.- Communicates and explains account information to the customer withfocus on first-call resolution. Accurately calculates and communicatestaxes, fees, one-time charges, and/or recurring monthly fees. Explainsbilling cycles, processes, and prorates effectively to ensure thatcustomers understand their statements.- Corrects discrepancies on customers’ billing statements, andresearches customer billing situations as necessary. When appropriate,follows established escalation procedures to expedite prompt resolution.- Processes payment information and attempts to collect delinquentaccount balances.- Follows established troubleshooting procedures using the appropriateresources and desktop tools- Produces work orders according to established business rules andprovides customer appropriate guidance for unresolved out-of-scopeissues.- Establishes and maintains effective relationships with customers.- 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.- 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 soundjudgment within scope of their empowerment and follows guidelines forCustomer Proprietary Network Information (CPNI) and PersonalIdentifiable Information (PII).- Educates customers and promotes self-service options.- Consistently meets or exceeds established goals and performancemetrics.- Regular, consistent and punctual attendance. Must be able to worknights and weekends, variable schedule(s) and overtime as necessary.- Attends training as required.- Must be able to wear telephone headset and manipulate objects such aspen, keyboard, and mouse- Other duties and responsibilities as assigned.
Job Specification:- High school diploma or equivalent--- Generally requires 1-2 years related experience
Comcast is an EOE/Veterans/Disabled/LGBT employer