Comcast Careers

Customer Experience Rep (Retention)

Union, NJ
Customer Care (Customer Care - Call Center)


Job Description

Business Unit:

Comcast's Technology & Product organization works at the intersection of media and technology. Our innovative teams are continually developing and delivering products that transform the customer experience. From creating apps like TVGo to new features such as the Talking Guide on the X1 platform, we work every day to make a positive impact through innovation in the pursuit of building amazing products that are enjoyable, easy to use and accessible across all platforms. The team also develops and supports our evolving network architecture, including next-generation consumer systems and technologies, infrastructure and engineering, network integration and management tools, and technical standards.



Job Summary:
Facilitates interactions with customers in a way that is in accordance
with the Company's service delivery strategy. Establishes rapport and
promotes effective relationships, upholding Comcast's commitment to the
customer experience through our Credo, Voice of the Customer (VOC)
surveys, and the Comcast Customer Guarantee.

Responsible for retaining customers who request to disconnect or
downgrade services/ensure at risk customers are satisfied.
Communications may be inbound and/or outbound. Re-builds the customer
relationship by reselling the benefits and value of Comcast's products
and services along with identifying their unstated needs, selling any
missing lines of business to the customer, and make account changes as
necessary. Positively positions Comcast products against competitive
offerings, relates well to the customer, exercises sound judgment within
the scope of their empowerment, and acts in the best interest of both
the customer and company.

Core Responsibilities:
- Retains Comcast customers by probing for current level of satisfaction
and identifying reasons for request to disconnect where applicable. CAE
will overcome concerns, resolving customer complaints/concerns through
active listening, empathy, professionalism, and problem solving.
- Acts as a product consultant, promoting, recommending, and selling the
value of Comcast products and services based on a logical relationship
to the customer's needs and interests; conducting comparison of customer
spend on products/services via whole house review of total spend on
competitive and company products and services where necessary.
- Demonstrates functional skill in communicating and explaining basic
account information to the customer including their billing statement,
products and services, with focus on first-call resolution, retaining
revenue, and building value.
- Ability to multitask between multiple tools and systems (knowledge
base, team meetings, supervisor) and apply 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).
- Ability to follow established procedures for processing new installs,
transfers, changes of service, and disconnects.
-Educates and promotes self-service options.
- Fundamental understanding of competitive environment and begins to
position Comcast's products positively to our customers.
- Must be able to work in a fast-paced, structured, dynamic and high-
transaction environment, with the ability to maintain composure in
stressful situations and manage and diffuse angry or upset customers.
- Demonstrates ability to achieve 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.
- Works independently, and seeks Supervisor support when necessary.
- Interacts with customers via telephone, e-mail, 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.
- Other duties and responsibilities as assigned.

Job Specification:
- High School or Equivalent
-
-
- Generally requires 0-2 years related experience

Must be able to work the following schedules:

10:30am-9:00pmOFF-Sunday/Tuesday/Wednesday
10:30am-9:00pmOFF-Sunday/Tuesday/Wednesday
10:30am-9:00pmOFF-Sunday/Thursday/Friday
10:30am-9:00pmOFF-Sunday/Thursday/Friday
11:30am-8:00pmOFF-Sunday/Tuesday
11:30am-8:00pmOFF-Sunday/Wednesday
11:30am-8:00pmOFF-Sunday/Wednesday
11:30am-8:00pmOFF-Sunday/Wednesday
11:30am-8:00pmOFF-Sunday/Tuesday
11:30am-8:00pmOFF-Sunday/Tuesday
12:45pm-9:15pmOFF-Sunday/Thursday
12:45pm-9:15pmOFF-Sunday/Thursday
12:45pm-9:15pmOFF-Sunday/Thursday
12:45pm-9:15pmOFF-Sunday/Thursday
12:45pm-9:15pmOFF-Sunday/Friday
12:45pm-9:15pmOFF-Sunday/Friday
12:45pm-9:15pmOFF-Sunday/Friday


Comcast is an EOE/Veterans/Disabled/LGBT employer and all qualified applicants will receive consideration for employment without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex or any other legally protected category.





Comcast is an EOE/Veterans/Disabled/LGBT employer and all qualified applicants will receive consideration for employment without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex or any other legally protected category.