Comcast CE 1, Customer Experience Rep (Priority), Pittsburgh (West End) 5.7.18 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:

Provides end-to-end support for our customers/communities in a way that

is in accordance with the Company's service delivery strategy.

Establishes rapport and promotes effective relationships, upholding our

commitment to the customer experience through our Operating Principles,

Voice of the Customer (VOC) surveys, and the Comcast Customer Guarantee.

Responsible for accurately and confidently handling customer inquiries

including billing and technical questions. Responsible for handling

escalated cancellation requests from customers and responsible for

solving all issues, taking a consultative approach to finding custom

solutions to customers' needs, as well as handling potential sales

opportunities. Resolves problems related to Comcast products as well as

customer equipment. Promotes company products and services and makes

recommendations that meet the customer needs. Relates well to the

customer, demonstrates favorable image of the organization through

effective use of soft skills and problem solving skills, professional

communications and internal/external customer interactions. Exercises

sound judgment within the scope of empowerment, and acts in the best

interest of both the customer and company.

Core Responsibilities:

- Provides support to customers for billing, repair, retention and sales

calls.

- Follows all company quality guidelines, to ensure consistency in

delivery of the customer experience.

- Consistently follows company policies and procedures while applying

sound judgment within scope of empowerment and follows guidelines for

Customer Proprietary Network Information (CPNI) and Personal

Identifiable Information (PII).

- 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 to the customer in an organized and concise manner.

- Follows established troubleshooting procedures, including use of

appropriate resources and desktop tools. Produces work order according

to established business rules.

- Effectively gains the customer's cooperation to work through the

troubleshooting process, ensuring customer problem resolution.

- Educates customers and promotes self-service options.

- Communicates and explains account information to the customer with

focus on first-call resolution. Accurately calculates and communicates

taxes, fees, one-time charges, seasonal rate changes and recurring

monthly fees. Explains billing cycles, processes, and prorates

effectively to ensure that customers understand their statements.

Corrects discrepancies on customers' billing statements, and research

customer billing situations as necessary. When appropriate, follows

established escalation procedures to expedite prompt resolution.

- Asks probing questions and does not discuss confidential contractual

billing information with unauthorized persons.

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

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

- Complies with all established credit policies and guidelines.

- De-escalates upset customers to bring self-guided resolution by

demonstrating concern, proper use of empathy, and words that work

throughout the interaction.

- Prepares sales orders, technician appointments, processes payment

information and attempts to collect delinquent account balances.

- Handles escalated cancellation requests from customers, taking a

consultative approach to finding custom solutions to customers' needs.

Resolves customer complaints/concerns through active listening, empathy,

professionalism, and problem solving.

- Improves customer satisfaction and to maximizes sales and retention

opportunities using up-to-date knowledge of competitive environment,

products, and services.

- 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.

- Overcomes initial customer objections to presented offer using

appropriate strategy for resistance.

- Achieves established goals and performance metrics.

- Actively participates in trainings and coaching sessions.

- Regular, consistent and punctual attendance. Must be able to work

nights and weekends, variable schedule(s) and overtime as necessary.

- Interacts with customers via telephone 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.

- Other duties and responsibilities as assigned.

Job Specification:

- High School or Equivalent

- Generally requires 0-2 years related experience

The following is a sample of shifts that are available for this class, however, specific shifts cannot be guaranteed:

09:30 AM-08:30 PM onMon, Thurs, Fri and Sat

12:00 PM-8:30 PM on Mon, Tues, Wed, Fri and Sat

12:30 PM-9:00 PM on Sun, Mon, Tues, Thurs and Fri

Comcast is an EOE/Veterans/Disabled/LGBT employer