Comcast CE 1, Customer Exp Rep (Priority), Pittsburgh, PA 10.08.18 Class in Pittsburgh, Pennsylvania

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.

Job Summary:

Responsible for providing support and facilitating interactions with our

residential customers regarding billing, repair and retention. Acts as

a primary point of contact for the customer, taking ownership of

customer interactions cross-functionally through to completion.

Establishes and maintains positive, productive and trusting

relationships with customers to foster long-term loyalty and

complete satisfaction, upholding Comcast's commitment to the

customer experience through our Operating Principles, Net Promoter

Score (NPS), Voice of the Customer (VOC) surveys and the Comcast

Customer Guarantee. Effectively uses systems and advanced tools to

accurately and confidently handle customer inquiries for company

products.

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 and diversity

- Do what's right for each other, our customers, investors and our

communities

Core Responsibilities:

- Interacts with customers via telephone or e-mail to assist with a

variety of customer inquiries and issues regarding billing, repair, and

retention.

- Troubleshoots and resolves technical problems and other general

account inquiries over the phone in a single customer interaction to

maximize the customer experience. Articulate relevant information and

directions in an organized and concise manner.

- Communicates and explains account information to the customer with

focus on first-call resolution. Accurately calculates and communicates

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,

follows established escalation procedures to expedite prompt resolution.

- Processes payment information and attempts to collect delinquent

account balances.

- Follows established troubleshooting procedures using the appropriate

resources and desktop tools

- Produces work orders according to established business rules and

provides customer appropriate guidance for unresolved out-of-scope

issues.

- Establishes and maintains effective relationships with customers.

- Acts 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.

- Uses multiple tools and systems (billing systems, knowledge base,

technical tools, etc.) and applies information to customer situations.

- Complies with 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 customers and promotes self-service options.

- Consistently meets or exceeds 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.

- Must be able to wear telephone headset and manipulate objects such as

pen, keyboard, and mouse

- Other duties and responsibilities as assigned.

Job Specification:

- High school diploma or equivalent

- Generally requires 1-2 years related experience

The following schedules below are a few examples you may be working for your 1st year of employment:

10:30 am-09:00 pm Sunday, Monday, Thursday, Friday

12:30 pm-09:00 pm Tuesday, Wednesday, Thursday, Friday, Saturday

11:45 am-08:15 pm Sunday, Monday, Wednesday, Thursday, Friday

12:30 pm-09:00 pm Monday, Tuesday, Wednesday, Friday, Saturday

Comcast is an EOE/Veterans/Disabled/LGBT employer