Comcast Careers

Customer Experience Rep (Billing)

Malden, MA
Customer Care (Customer Care - Call Center)

Job Description

Business Unit:

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.

Schedules Available: Must be available to work one weekend day. Various schedules are available

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 accurately and confidently handling customer inquiries. Promotes Comcast products and services and makes recommendations that meet customer needs. Relates well to the customer, demonstrates favorable image of the Organization through effective use of soft skills (including active listening and problem solving skills), professional communications and internal/external customer interactions. Exercises sound judgment within the scope of their empowerment, and acts in the best interest of both the customer and company.

Core Responsibilities:
- Demonstrates functional skill in communicating and explaining basic account information to the customer with focus on first-call resolution. Must be able to accurately calculate and communicate taxes, fees, one-time 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, follow established escalation procedures to expedite prompt resolution.
- 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).
- Prepares work orders, processes payment information, and attempts to collect delinquent account balances.
- 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 experience.
- 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

Comcast is an EOE/Veterans/Disabled/LGBT employer

Comcast is an EOE/Veterans/Disabled/LGBT employer