Comcast is a Fortune 50 leader in media and technology, seeking a Customer Service Sales Representative to provide end-to-end support for customers. The role involves handling inquiries, building relationships, and promoting a positive customer experience through effective communication and problem-solving.

Responsibilities:

Virtual work-from-home role
Demonstrates functional skill to troubleshoot and resolve technical problems and other general account inquiries through both over the phone and written means to maximize the customer experience, with demonstrated ability to articulate relevant information
Follows established troubleshooting procedures, including use of multiple resources and desktop tools. When necessary, produce work order according to established business rules
Effectively works to build a consultative relationship with the customer to create understanding and resolve all issues
Sets clear expectations by providing accurate information and transparent communication
Takes a consultative approach to finding custom solutions to customers' needs. Resolves customer complaints/concerns through active listening, empathy, professionalism and problem solving
Takes a consultative approach to assist the customer through discovering the customer needs and offering additional products and services which satisfies those needs
Demonstrates competencies of a technology enthusiast. Uses 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
Based on discovering the customers wants and needs, acts as a product consultant, and offering appropriate product solutions, features and benefits
Acts as a competitive expert to compare the benefits of Xfinity over the alternative solutions
Corrects discrepancies on customers' accounts and research service disruptions as necessary. When appropriate, follow established escalation procedures to expedite prompt resolution
Demonstrates functional skill in communicating and explaining basic to complex account information to the customer with focus on first-call resolution
Multitasks between multiple tools and systems (knowledge base, team meetings, supervisor chat) and applies information and knowledge to customer situations
Demonstrates awareness of 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 and promotes self-service options
Must be able to work in a fast-paced, structured, metrics driven and high transaction environment, with the ability to maintain composure in stressful situations
Demonstrates ability to achieve established goals and performance metrics. schedule(s) and overtime as necessary
Attends training as required
Works independently and seeks Supervisor support when necessary
Interacts with customers via telephone, e-mail, SMS or face-to-face 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

Requirements:

Must be flexible to work any assigned shift
Demonstrates functional skill to troubleshoot and resolve technical problems and other general account inquiries through both over the phone and written means
Follows established troubleshooting procedures, including use of multiple resources and desktop tools
Effectively works to build a consultative relationship with the customer
Sets clear expectations by providing accurate information and transparent communication
Takes a consultative approach to finding custom solutions to customers' needs
Resolves customer complaints/concerns through active listening, empathy, professionalism and problem solving
Demonstrates competencies of a technology enthusiast
Uses 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
Acts as a product consultant, and offering appropriate product solutions, features and benefits
Acts as a competitive expert to compare the benefits of Xfinity over the alternative solutions
Corrects discrepancies on customers' accounts and research service disruptions as necessary
Demonstrates functional skill in communicating and explaining basic to complex account information to the customer
Multitasks between multiple tools and systems (knowledge base, team meetings, supervisor chat)
Demonstrates awareness of company policies and procedures while applying sound judgment
Educates and promotes self-service options
Must be able to work in a fast-paced, structured, metrics driven and high transaction environment
Demonstrates ability to achieve established goals and performance metrics
Attends training as required
Works independently and seeks Supervisor support when necessary
Interacts with customers via telephone, e-mail, SMS or face-to-face 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
Other duties and responsibilities as assigned
Understand our Operating Principles; make them the guidelines for how you do your job
Own the customer experience
Know your stuff - be enthusiastic learners, users and advocates of our game-changing technology, products and services
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
Drive results and growth
Support a culture of inclusion in how you work and lead
Do what's right for each other, our customers, investors and our communities
Some High School Coursework
0-2 Years of relevant work experience

Customer Service Representative

About this role