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[Remote] Customer Experience Representative, Retention Services
Note: The job is a remote job and is open to candidates in USA. Comcast is a Fortune 50 leader in media and technology, driving innovation to create top-notch entertainment and online experiences. The Customer Experience Representative is responsible for ensuring customer satisfaction, retaining customers, and promoting Xfinity products through effective communication and relationship-building skills.
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
- 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
Skills
- High School Diploma / GED
- 0-2 Years of relevant work experience
- Customer-Focused
- Relationship Building
- Professional Etiquette
- Persuasion
- Accountability
- Adaptability
- Self Motivation
- Communication
- Resilience
- Professional Integrity
Benefits
- 5% quarterly bonus
- Potential to earn monthly uncapped commissions for meeting sales-related metrics
- Best-in-class Benefits
Company Overview
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