Createthe futurewith us

Createthe futurewith us

VIRTUAL CUST EXP REPRESENTATIVE (REPAIR)

Job Description

Business Unit:

Job Summary:
Responsible for providing end-to-end support for our
customers/communities to ensure a positive experience and that is in
accordance with the Company's service delivery strategy. Establishes and
builds rapport while promoting effective relationships and upholding our
commitment to the customer experience through our Operating Principles,
Net Promoter System, and quality behaviors. Responsible for accurately
and confidently handling various types of customer inquiries while
engaging and building a consultative relationship with our customer.
Responsible for responding to requests regarding technical questions and
problem resolution related to company products as well as customer
equipment. Actively puts the customer needs and wants at the center of
all interactions. Creates a personal connection to the customer and
demonstrates favorable image of the organization through effective use
of soft skills and problem-solving skills, professional communications
and internal/external customer interactions. Communicates in a warm and
friendly manner through both verbal and written means via various
platforms: SMS, eChat, email, or phone.
Employees at all levels are expected to:

- Understand our Operating Principles; make them the guidelines for how
you do your job
- Own the customer experience - think and act in ways that put our
customers 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 our
game-changing technology, products and services, especially our digital
tools and experiences
- Win as a team - make big things happen by working together and being
open to new ideas
- Be an active part of the Net Promoter System - a way of working that
brings more employee and customer feedback into the company - by joining
huddles, making call backs and helping us elevate opportunities to do
better for our customers
- Drive results and growth
- Respect and promote inclusion and diversity
- Do what's right for each other, our customers, investors and our
communities

Core Responsibilities:
- Demonstrates functional skill to troubleshoot and resolve technical
problems and other general account inquiries through both verbal and
written means to maximize the customer experience, with demonstrated
ability to articulate relevant information.
- Follows established troubleshooting procedures, including use of
appropriate resources and desktop tools. When necessary, produce work
order according to established business rules.
- 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.
- Sets clear expectations by providing accurate information and
transparent communication.
- 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 consultant,
articulating appropriate product solutions, features and benefits.
- Acts as a competitive expert to compare the benefits of Xfinity over
the alternative solutions.
- Corrects discrepancies on customers’ accounts, and researches service
disruptions as necessary. When appropriate, follow established
escalation procedures to expedite prompt resolution.
- Demonstrates functional skill in communicating and explaining basic
account information to the customer with focus on first-call resolution.
- 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 high-
transaction environment, with the ability to maintain composure in
stressful situations
- Demonstrates ability to achieve established goals and performance
metrics.
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, 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
- Other duties and responsibilities as assigned.

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





Comcast is an EOE/Veterans/Disabled/LGBT employer