Customer Service Representative
Company: Comcast
Location: Union
Posted on: November 18, 2021
Job Description:
Job Description SummaryResponsible for providing 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. This
includes but is not limited to billing inquiries, technical problem
solving, handling sales opportunities, proactively addressing all
customer needs as well as being a strong advocate for our
customers. Actively puts the customer needs and wants at the center
of all interactions. Creates a personal connection to the customer
and demonstrates a 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.
Core Responsibilities
- 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.
- 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.
- 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, onetime charges and/or recurring monthly fees.
- 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 and manage and diffuse angry or
upset customers.
- Demonstrates ability to achieve established goals and
performance metrics.
- 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 schedule(s) and overtime as
necessary. Other duties and responsibilities as assigned.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 & diversity.
- Do what's right for each other, our customers, investors and
our communities.GREAT PERKS AND BENEFITS (starting on your first
day):
- Benefit packages effective on day 1 - Eligible to enroll in
medical, dental, vision, and 401k
- Paid training
- Free Comcast/Xfinity courtesy services (cable, high speed
internet, etc.)
- Paid time-off (PTO), Paid vacation, flex time, and floating
holidays; generous PTO package after first 90 days of
employment
- Tuition Reimbursement (where applicable)
- Discounts on Comcast/Xfinity Voice, OnDemand, and Personal
Security Services (PSS)Disclaimer:
- This information has been designed to indicate the general
nature and level of work performed by employees in this role. It is
not designed to contain or be interpreted as a comprehensive
inventory of all duties, responsibilities and qualifications.
Comcast NBCUniversal 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 NBCUniversal is an Equal Employment Opportunity /
Affirmative Action / Drug-Free / Veterans / disabled / LGBT
workplace employer.
Keywords: Comcast, Union , Customer Service Representative, Hospitality & Tourism , Union, New Jersey
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