Customer Experience Representative

Job Summary

Responsible for providing end-to-end support for our customers/communities to ensure a positive experience 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 and quality behaviors. Responsible for accurately and confidently handling various types of customer inquiries while engaging and building a consultative relationship. This includes billing inquiries, technical problem solving, handling sales opportunities, and proactively addressing all customer needs while being a strong advocate for our customers. Actively puts the customer needs and wants at the center of all interactions, creating a personal connection and demonstrating 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

• Provides the right experience to customers for billing, repair, retention and sales inquiries or interactions.
• Troubleshoots and resolves technical problems and general account inquiries to enhance the customer experience.
• Follows established procedures and uses appropriate resources and desktop tools.
• Effectively builds a consultative relationship with the customer to create understanding and resolve issues.
• Sets clear expectations by providing accurate information and transparent communication.
• Communicates and explains account information to the customer, instilling confidence and trust, and follows established escalation procedures when necessary.
• Illustrates competencies of a technology enthusiast and uses multiple tools and systems with ease.
• Assists customers to self-guided resolution while illustrating genuine concern.
• Takes a consultative approach to finding custom solutions, resolving complaints through active listening, empathy, professionalism, and problem solving.
• Improves customer satisfaction and maximizes sales and retention opportunities using up-to-date knowledge of competitive environment, products, and services.
• Acts as a product consultant, articulating appropriate product solutions, features, and benefits.
• Asks probing questions and complies with all established credit policies and guidelines.
• Achieves established goals and performance metrics.
• Actively participates in trainings and coaching sessions.
• Interacts with customers through various means of communication to assist with inquiries and issues.
• Must be able to wear a headset and manipulate objects such as pen, keyboard, and mouse.
• Consistently follows company policies, quality guidelines, and procedures while applying sound judgment.
• Regular, consistent and punctual attendance; must be able to work nights and weekends as necessary.

Employees at all levels are expected to:

• Understand our Operating Principles and make them the guidelines for how you do your job.
• Own the customer experience and make customers promoters of our products and services.
• Be enthusiastic learners, users, and advocates of our technology, products, and services.
• Win as a team by working together and being open to new ideas.
• Be an active part of the Net Promoter System.
• Drive results and growth.
• Respect and promote inclusion & diversity.
• Do what's right for each other, our customers, investors, and our communities.

Disclaimer:

• This information indicates the general nature and level of work performed by employees in this role.

Comcast is proud to be an equal opportunity workplace. We will consider all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, genetic information, or any other basis protected by applicable law.