Customer Experience Rep (Repair)

Comcast Newark, DE

About the Job

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.



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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 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

company.



Core Responsibilities:

-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

resolution.

-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

experience.

- 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

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.

- 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.

-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

mouse.



Job Specification:

- High School or Equivalent

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- Generally requires 0-2 years related experience




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Comcast is an EOE/Veterans/Disabled/LGBT employer