Customer Experience Rep (Repair)
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.
Comcast has an exciting opportunity to join our virtual team!& Currently, & Comcast’s Central Division has over 600 employees from 11 states who support our customers directly from their homes and we are looking to grow this team!&
This position is a work-from-home, virtual position supporting customers via phone from your home office.& Successful candidates will have & proven ability to learn and work independently while delivering a superior customer experience to our customers.& Prior experience with online learning or working from home is strongly preferred although a combination of backgrounds may be considered.&
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 answering incoming calls regarding technical questions
and problem resolution related to Comcast products as well as customer
equipment. Handles billing overflow calls. Works to minimize and/or
reduce truck rolls. Offers Comcast products and services to meet
customer needs. Exercises sound judgment within the scope of their
empowerment, and acts in the best interest of both the customer and
-Demonstrates functional skill to troubleshoot and resolve technical
problems and other general account inquiries over the phone in a single
customer interaction to maximize the customer experience, with
demonstrated ability to articulate relevant information and directions
in an organized and concise manner.
-Follow established troubleshooting procedures, including use of
appropriate resources and desktop tools. When necessary, produce work
order according to established business rules.
-Demonstrated ability to establish and maintain effective relationships
with customers. Effectively gains the customer’s cooperation to work
through the troubleshooting process, ensuring customer problem
-Corrects discrepancies on customers’ accounts, and researches service
disruptions as necessary. When appropriate, follow established
escalation procedures to expedite prompt resolution.
- Begins to act 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
- Demonstrates functional skill in communicating and explaining basic
account information to the customer with focus on first-call resolution.
- Ability to multitask between multiple tools and systems (knowledge
base, team meetings, supervisor) and apply information and knowledge to
- 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.
- 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
- 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.
-Supports other lines of business as volumes dictate.
-Other duties and responsibilities as assigned.
- 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
-Hours of training and scheduled work hours are 3 pm – 12 am Eastern Time and days off are Tuesday and Friday.&
-A home office inspection to be conducted via FaceTime, Skype, or another video conferencing platform with Comcast Customer Care leaders
-A dedicated office space in a private area of the home away from pets, family, visitors, and any other distractions or significant traffic areas
-A home that is free of excessive background noise
-An office area that allows for protection and securing proprietary information including, at a minimum, one locked storage drawer.& The work area should allow for private& phone/video conversations that protect customer/company privacy.
-Ergonomically appropriate furnishings and equipment suitable for a prolonged work period
-Safe exit paths from work area
-Present and functional smoke detection alarms
-Working fire extinguisher near the work area
-Power cords and strips in good condition, not overloaded
-Area free of any trip hazards; no wayward cords
-Work area uncluttered and organized
-First aid supplies adequate
-Overhead shelving and cabinets not in hazardous locations
-Property insurance documents in the name of the candidate
-Ability and willingness to communicate via webcam with employees and company delegates
-Must have a high-speed internet connection (Comcast service areas are preferred)
- High School or Equivalent
- Generally requires 0-2 years related experience
Comcast is an EOE/Veterans/Disabled/LGBT employer
Comcast is an EOE/Veterans/Disabled/LGBT employer