Virtual Customer Service Representative (Retention Promo Roll)
Job SummaryApplicants must reside in one of the following states: AL, AR, FL, GA, IL, IN, KY, LA, MI, MS, SC, or TN Training schedule: Monday - Friday, 11am-8pm EST (10am-7pm CST) with Saturday & Sunday Off Work schedule: Mon, Tue, Wed, Thurs 1pm-10pm EST (12pm-9pm CST) & Sat 12pm-9pm EST (11am-8pm CST) with Sunday & Friday Off As a Virtual Retention Promo Roll Representative, you will work to create a positive connection with every customer while applying proven techniques to retain our valued customers and sell Xfinity products. Sales will be a key and critical job responsibility and you will be expected to retain our customers and upsell our products and services with every customer interaction. Achieving your sales goals will be a large part of how your overall performance is measured. Responsible for providing end-to-end support for our customers and 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. Re-builds the customer relationship by reselling the benefits and value of Xfinity products and services along with identifying any unstated needs, upgrading or adding additional lines of business, and making account changes as necessary. Creates a personal connection to the customer and demonstrates a favorable image of the Comcast and Xfinity brand through effective use of soft skills and problem-solving skills, professional communications and internal/external customer interactions. Virtual experience is preferred but not required.
Retains customers through a discovery process to determine the current level of satisfaction and to identify reasons for request to cancel where applicable.
Effectively works to build a consultative relationship with the customer to create understanding, set clear expectations by providing accurate information and resolve all issues.
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. Multitasks between 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.
Demonstrate expertise in, and excitement for, all Xfinity products, processes and support tools and acts as a competitive expert to compare the benefits of Xfinity over the alternative solutions.
Demonstrate the ability to value proposition
Demonstrates awareness of company policies and procedures while applying sound judgment 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 de-escalate interactions with angry or upset customers.
Demonstrates ability to achieve established goals and performance metrics and attends trainings as required.
Works independently and seeks Supervisor support when necessary.
Interacts with customers via telephone, e-mail and SMS 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.
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 is an EOE/Veterans/Disabled/LGBT employer.
High School Diploma / GED
Relevant Work Experience
Base Pay: $15.00
In addition to base pay, you will have the potential to earn additional compensation in this role inclusive of both commission and incentives based on achievement of sales goals.
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, or any other basis protected by applicable law.
High School Diploma / GED
Relevant Work Experience
Base Pay: $15.00
Base pay is one part of the Total Rewards that Comcast provides to compensate and recognize employees for their work. Most sales positions are eligible for a Commission under the terms of an applicable plan, while most non-sales positions are eligible for a Bonus. Additionally, Comcast provides best-in-class Benefits. We believe that benefits should connect you to the support you need when it matters most, and should help you care for those who matter most. That’s why we provide an array of options, expert guidance and always-on tools, that are personalized to meet the needs of your reality – to help support you physically, financially and emotionally through the big milestones and in your everyday life. Please visit the [Register to View] on our careers site for more details.