Virtual, PA, Virtual, KY, Virtual, FL, Virtual, LA, Virtual, MS, Virtual, IL, Virtual, IN, Virtual, AL, Virtual, SC, Virtual, AR, Virtual, MI, Virtual, TN, Virtual, GA Base pay: $14-$17 per hr
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, Comcast NBCUniversal sets the pace in a variety of innovative and fascinating businesses and creates career opportunities across a wide range of locations and disciplines. We bring together the most creative talent in the industry with the best tech innovators and business minds to deliver exceptional entertainment experiences to millions. With the right technology and people, we believe our passion for new ideas, teamwork, and creativity can change the world. Read employee reviews
Virtual, FL,Virtual, NJ,Virtual, IN,Virtual, KY,Virtual, IL,Virtual, MS,Virtual, AL,Virtual, AR,Virtual, PA,Virtual, MI,Virtual, TN,Virtual, SC,Virtual, DE,Virtual, GA
Job Summary
Responsible for providing superior customer support & service to our small and medium business customers by answering a full range of customer requests, inquiries and complaints relating to their billing statements and resolving general billing questions statements and general inquiries, as well as for the resolution of payment concerns. Works with moderate supervision/guidance. Is accountable for individual results and impact on team.
Job Description
Core Responsibilities
Interacts with small and medium business customers via telephone or email to assist with billing issues.
Strives for First Call Resolution while handling all issues with urgency, ownership and accountability.
Explains billing cycles, processes and prorates effectively to ensure that customers understand their statements.
Navigates through a variety of software applications to manage customer account information and resolve billing issues.
Resolves delinquent account balances. Corrects errors and discrepancies on customers' billing statements as necessary.
Identify opportunities for process improvements & provide feedback and possible solutions to leadership.
Communicates effectively with customers in a professional manner while setting accurate expectations for issue resolution.
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. Supports growth of Comcast Business by introducing customers to new products, higher tiers of service etc. on all eligible calls.
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, PA,Virtual, KY,Virtual, FL,Virtual, LA,Virtual, MS,Virtual, IL,Virtual, IN,Virtual, AL,Virtual, SC,Virtual, AR,Virtual, MI,Virtual, TN,Virtual, GA
Core Responsibilities
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 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 maximize sales and retention opportunities using up-to-date knowledge of competitive environment, products, and services.
Based on the customers wants and needs, acts as a product ambassador, articulating appropriate product solutions, features and benefits.
-Demonstrate expertise in, and excitement for, all Xfinity products, processes and support tools.
Acts as a competitive expert to compare the benefits of Xfinity over the alternative solutions.
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 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 hightransaction 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.
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.
Other duties and responsibilities as assigned.
Core Responsibilities
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 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 maximize sales and retention opportunities using up-to-date knowledge of competitive environment, products, and services.
Based on the customers wants and needs, acts as a product ambassador, articulating appropriate product solutions, features and benefits.
-Demonstrate expertise in, and excitement for, all Xfinity products, processes and support tools.
Acts as a competitive expert to compare the benefits of Xfinity over the alternative solutions.
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 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 hightransaction 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.
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.
Other duties and responsibilities as assigned.
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 use of appropriate 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.
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.
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 focus on first-call resolution.
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 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 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.
Other duties and responsibilities as assigned.
\Miramar, FL,Virtual, PA,Virtual, NJ,Virtual, FL,Virtual, SC,Virtual, GA
Job Summary
Responsible for supporting Comcast Business Services in their efforts to retain our existing customer base through working with existing customers that are either requesting disconnect of service or who have been identified as being part of a customer subset with high propensity to request disconnect of service. Empathizes with clients, helps them resolve outstanding issues and renegotiates the terms of their agreement. Supports “value our customer” campaigns such as customer satisfaction surveys, contract renewals, or other initiatives. Works with moderate guidance in own area of knowledge.
Job Description
Core 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.
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.
(NC, VA, WV, MD, DE, NJ, PA, NY, OH, CT, RI, MA, VT, NH, and ME)Pay: $17.00
Core Responsibilities
Liaison between internal and external customers regarding items such as serviceability, bankruptcy, credit inquiries, credit disputes and other collection related topics.
Make outbound and receive inbound customer contact to resolve extreme delinquencies.
Attempt to find the root cause for delinquency by researching accounts and notes in various systems in order to take the appropriate action.
Accurately apply account credits for items such as debt amnesty, bankruptcy, and unauthorized charges.
Explain billing cycles, payment due dates and balances owed with accuracy to ensure that customers understand their statement.
Process and schedule disconnects and or payments on delinquent accounts.
Multitask between multiple tools and systems and applies information and knowledge to bring resolution to the customers’ situations.
Utilize a basic understanding of the collections timeline to ensure appropriate decision making.
Follow company policies and procedures as well as guidelines for Customer Proprietary Network Information (CPNI) and Personal Information (PI).
Work in a fast-paced, structured, dynamic and high-transaction environment, with the ability to maintain composure in stressful situations and manage and diffuse angry or upset customers.
Consistently meets or exceed established goals and performance metrics.
Demonstrate a high degree of professionalism, integrity, and ethical behavior, including by maintaining the confidentiality of sensitive employee, customer, and/or business data.
Interact with customers 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.
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