Comcast is a Fortune 50 leader in media and technology, seeking to retain existing customers through effective communication and problem-solving. The role involves empathizing with clients, resolving issues, and renegotiating service agreements to minimize customer churn and enhance satisfaction.
Responsibilities:
- Uses active listening, empathy and assumes ownership of customer issues through to resolution
- Communicates a professional sense of urgency, with various departments, in an effort to rectify customer issues
- Minimizes churn by strategically offering product bundles and price points that meet the needs of the customers' budget and business applications and expands their product mix with Comcast
- Proactively encourages retention by contacting clients at various high propensity churn points in their life cycle (i.e. 3-6 months prior to contract expiration, after successive service calls etc.) to assure customer satisfaction and to re-contract and extend customer relationships where appropriate
- Meets or exceeds budgeted retention goals for all product lines
- Demonstrates strong problem solving and communications skills
- 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
Requirements:
- High School Diploma / GED
- 2-5 Years of relevant work experience
- Uses active listening, empathy and assumes ownership of customer issues through to resolution
- Communicates a professional sense of urgency, with various departments, in an effort to rectify customer issues
- Minimizes churn by strategically offering product bundles and price points that meet the needs of the customers' budget and business applications and expands their product mix with Comcast
- Proactively encourages retention by contacting clients at various high propensity churn points in their life cycle (i.e. 3-6 months prior to contract expiration, after successive service calls etc.) to assure customer satisfaction and to re-contract and extend customer relationships where appropriate
- Meets or exceeds budgeted retention goals for all product lines
- Demonstrates strong problem solving and communications skills
- Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary
- Customer-Focused
- Workplace Organization
- Persuasion
- Adaptability
- Technical Knowledge
- Communication
- Resilience
- Critical Thinking Problem Solving
- Professional Integrity