Customer Experience Rep (Retention)

Comcast Union, NJ

About the Job

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


- 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


- 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:

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

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.