Customer Experience Representative, Retention Services
About the role
Responsible for providing 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.
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.
- 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 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.
- Uses multiple tools and systems with ease (billing systems, knowledge base, technical tools, etc.) to apply information to any customer interaction.
- 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.
Requirements
- Customer-Focused
- Relationship Building
- Professional Etiquette
- Accountability
- Persuasion
- Adaptability
- Self Motivation
- Communication
- Resilience
- Professional Integrity
Qualifications
- High School Diploma / GED
- Relevant Work Experience: 0-2 Years
Skills
- Customer-Focused
- Relationship Building
- Professional Etiquette
- Accountability
- Persuasion
- Adaptability
- Self Motivation
- Communication
- Resilience
- Professional Integrity
Benefits
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 to eligible employees. Please visit the compensation and benefits summary on our careers site for more details.
Pay
Base Rate: $16.00/hourly non-negotiable plus a 5% quarterly bonus with a potential to earn monthly uncapped commissions for meeting sales-related metrics. Sales is uncapped.
Schedule
Hours of Operation: Monday – Saturday 6:50am to 12:15am Eastern Time Closed Sunday