| object
| -
Customer service position that 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.
The following is a sample of shifts that are available for
this class, however, specifics shifts cannot be guaranteed
9:30 AM – 8:30 PM Sun, Mon, Tues and Fri
11:30 AM – 8:00 PM Sun, Mon, Tues, Wed and
Thurs
12:30 PM – 9:00 PM Tues, Wed, Thurs, Fri and
Sat
12:45 PM – 9:15 PM Sun, Mon, Wed, Thurs, and
Fri
|
![[RDF Data]](/fct/images/sw-rdf-blue.png)
![[cxml]](/fct/images/cxml_doc.png)
![[csv]](/fct/images/csv_doc.png)
![[text]](/fct/images/ntriples_doc.png)
![[turtle]](/fct/images/n3turtle_doc.png)
![[ld+json]](/fct/images/jsonld_doc.png)
![[rdf+json]](/fct/images/json_doc.png)
![[rdf+xml]](/fct/images/xml_doc.png)
![[atom+xml]](/fct/images/atom_doc.png)
![[html]](/fct/images/html_doc.png)