AL, AR, FL, GA, IL, IN, KY, LA, MI, MS, SC, TN FL, GA, IL, MI, IN, SC, TN, AL, MS, LA
Alabama, Arkansas, Florida, Georgia, Illinois, Indiana, Kentucky, Louisiana, Michigan, Mississippi, South Carolina, Tennessee
At Comcast, we believe that the Customer Experience is our single most important product, and providing a simple and intuitive support experience is critical.
Our Customer Experience representatives are at the heart of our interactions with customers meeting them in the technology medium they prefer, ensuring a positive interaction each and every time.
We are looking for passionate people who can deliver a customer experience that fundamentally changes how our customers manage, resolve issues, and learn about our products and services. Read employee reviews here
(Retention) FL, GA, IL, MI, IN, SC, TN, AL, MS, LA
Core Responsibilities
Retains customers through a discovery process to determine the current level of satisfaction and to identify reasons for requests to cancel where applicable.
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.
Sets clear expectations by providing accurate information and transparent communication.
Illustrates 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 maximizes sales and retention opportunities using up-to-date knowledge of the competitive environment, products, and services.
Based on the customer's wants and needs, acts as a product ambassador, articulating appropriate product solutions, features, and benefits.
-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.
(Houston- Onboarding)
Core Responsibilities
Demonstrates functional skill to troubleshoot and resolve technical problems and other general account inquiries through both verbal and written means to maximize the customer experience, with demonstrated ability to articulate relevant information.
Follows established troubleshooting procedures, including the use of appropriate resources and desktop tools. When necessary, produce work orders according to established business rules.
Effectively works to build a consultative relationship with the customer to create understanding and resolve all issues.
Core Responsibilities
Demonstrates functional skill to troubleshoot and resolve technical problems and other general account inquiries through both verbal and written means to maximize the customer experience, with demonstrated ability to articulate relevant information.
Follows established troubleshooting procedures, including the use of appropriate resources and desktop tools. When necessary, produce work orders according to established business rules.
Effectively works to build a consultative relationship with the customer to create understanding and resolve all issues.
Acts as a competitive expert to compare the benefits of Xfinity over the alternative solutions.
Corrects discrepancies on customers' accounts and researches service disruptions as necessary. When appropriate, follow established escalation procedures to expedite prompt resolution.
Demonstrates functional skill in communicating and explaining basic account information to the customer with a focus on first-call resolution.
Multitasks between multiple tools and systems (knowledge base, team meetings, supervisor) and applies information and knowledge to customer situations.
Core Responsibilities
Demonstrates functional skill to provide prompt resolution to customers via telephone and/or e-mail to assist with a variety of customer inquiries and issues.
Strives for the first-call resolution while handling all issues with urgency, ownership and accountability.
Performs complex diagnostic troubleshooting to resolve voice, video & data service issues.
Fulfills client requests to make changes to their Business Class Services including voice, video & data products.
Leverages a variety of software applications to manage customer account information and diagnose and resolve technical difficulties.
Identifies opportunities for process improvements and recommends solutions to leadership.
Communicates effectively with customers in a professional manner while setting accurate expectations for issue resolution.
Recognizes and diffuses difficult customer situations utilizing all resources, interpersonal and negotiating skills to come to a resolution.
Articulates relevant information regarding billing cycles, processes, and prorates effectively.
Acts as a product consultant to business owners by articulating product features and benefits and making recommendations for new lines of business, upgrades or other services (Signature Support, Upware, etc.) based on customer needs/interests.
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.
Job Summary
Responsible for supporting Comcast Business Services in its efforts to retain and grow our existing customer base. Act as a business partner to existing customers with an emphasis on driving increased sales and revenue over the telephone, while enhancing customer satisfaction through regular contact and problem resolution. Works on straightforward tasks using established procedures.
Job Description
Core Responsibilities
Retain business customers by mining and growing accounts through solution-based selling and account management via the telephone.
Make outbound calls to accounts to achieve sales quota metrics.
Prepares sales documentation, activity reports, and forecasts, as required.
Creates proposals for customers related to the proposed solution and new sales opportunities.
Develop customer relationships through regular customer contact via the telephone.
Drive both sales growth and account retention by introducing various products and services available through Comcast Business.
Document effectively and accurately conversations and contact information into client management system.
Work with customers to minimize down-grading or leaving Comcast.
Ability to function in a closely monitored environment, including continual monitoring of customer calls and productivity levels.
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.
Virtual, NH,Virtual, DE,Virtual, VA,Virtual, CT,Virtual, MD,Virtual, PA,Virtual, VT
Job Summary
Responsible for providing off phone support for escalated customer issues and following up on outages and truck rolls. Assists new technicians by offering subject matter expertise and coaching. Troubleshoots issues to identify appropriate resolution for multiple products including at least 2 advanced products (PRI, Ethernet, Voice Edge etc.). Resolves customer escalations from senior leadership, strategic accounts support team and advanced voice retention. Completes project work as needed such as chronic caller list and root cause analysis. Acts as a technical specialist within own area. May serve as team leader, but does not supervise.
Job Description
Core Responsibilities
Provides technical support for all business products and services, including identifying and troubleshooting network issues using multiple diagnostic tools.
Assumes ownership/troubleshooting for tier 1 customer care issues. Completes follow-up and customer callbacks as needed.
Verifies network outages and escalates to appropriate fix agents to ensure timely resolution (Tier 2, field operations etc.) Uses multiple software systems, investigative, triage, troubleshooting knowledge and applications to ensure customer service orders and repair tickets are completed accurately and on time.
Partners with appropriate resources (Engineering Operations etc.) to ensure escalated issues are resolved in a timely manner.
Recommends process improvements and efficiencies where needed.
Records and/or maintains information notes within the necessary systems where manual intervention is required to resolve the order discrepancy(s).
Interfaces directly with customers to ensure their issue(s) are resolved and superior customer interaction is provided in a timely manner.
Prioritizes workload and manages multiple time-sensitive issues at once. Demonstrates flexibility and adaptability to the changing needs of the business.
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 callbacks 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 callbacks, 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.
Work From Home CT, DE, MA, MD, ME, PA, VA, VT, WV
Core Responsibilities
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.
Illustrates 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 maximizes sales and retention opportunities using up-to-date knowledge of the competitive environment, products and services.
Based on the customer's wants and needs, acts as a product consultant, articulating appropriate product solutions, features and benefits.
Acts as a competitive expert to compare the benefits of Xfinity over the alternative solutions.
Demonstrates functional skill in communicating and explaining basic account information to the customer with a focus on first-call resolution. Must be able to accurately calculate and communicate taxes, fees, one-time charges and/or recurring monthly fees.
Multitasks between multiple tools and systems (knowledge base, team meetings, supervisor) and applies information and knowledge to customer situations.
Demonstrates awareness of company policies and procedures while applying sound judgment within the 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, dynamic, and high transaction environment, with the ability
(Repair) AL, AR, FL, GA, IL, IN, KY, LA, MI, MS, SC, TN
Job Summary
Job Description Summary Virtual applicants must live in the following states: Alabama, Arkansas, Florida, Georgia, Illinois, Indiana, Kentucky, Louisiana, Michigan, Mississippi, South Carolina, Tennessee.
The virtual experience is preferred but not required. Responsible for providing end-to-end support for our customers/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 customers.
Responsible for responding to requests regarding technical questions and problem resolution related to company products as well as customer equipment. Actively puts the customer's needs and wants at the center of all interactions. Creates a personal connection to the customer and demonstrates a favorable image of the organization through effective use of soft skills and problem-solving skills, professional communications, and internal/external customer interactions. Communicates in a warm and friendly manner through both verbal and written means via various platforms: SMS, eChat, email, or phone.
employees
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 System-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 callbacks, and helping us elevate opportunities to do callback setter 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.
(Priority Bulk) - AL, AR, FL, GA, IL, IN, KY, LA, MI, MS, SC, TN
Virtual applicants must live in the following states:
. Core Responsibilities
Provides the right experience to customers for billing, repair, retention and sales inquiries or interactions.
Troubleshoots and resolves technical problems and other general account inquiries in a single customer interaction to create promoters and enhance the customer experience.
Follows established troubleshooting procedures, including the use of appropriate resources and desktop tools. Produces work orders 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.
Communicates and explains account information to the customer with a focus on doing everything in your power to resolve an issue while instilling confidence and trust. When appropriate, follows established escalation procedures to expedite prompt resolution.
Illustrates 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.
Assist customers to self-guided resolution while illustrating genuine concern and words that work throughout the interaction.
Takes 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 maximizes sales and retention opportunities using up-to-date knowledge of the competitive environment, products, and services.
Based on the customer's wants and needs, acts as a product consultant, articulating appropriate product solutions, features, and benefits.
Asks probing questions and does not discuss confidential contractual billing information with unauthorized persons.
Complies with all established credit policies and guidelines.
Achieves established goals and performance metrics.
Actively participates in training and coaching sessions.
Comments