Virtual - Loyalty - Comcast Business Sales

About the Role

Responsible for supporting Comcast Business Services in their efforts to retain our existing customer base by working with customers who are either requesting disconnect of service or have been identified as high-risk for churn. Empathizes with clients, helps resolve outstanding issues, and renegotiates agreement terms. Supports customer retention campaigns such as satisfaction surveys, contract renewals, and other initiatives.

Responsibilities

• Delivers monthly performance results in product sales, revenue, and customer retention.
• Uses active listening and empathy to assume ownership of customer issues through to resolution.
• Communicates a professional sense of urgency with various departments to rectify customer issues.
• Minimizes churn by strategically offering product bundles and price points that meet customer budget and business needs while expanding their product mix with Comcast.
• Utilizes established conversation frameworks, business discovery techniques, and customer engagement strategies to deliver a consistent and positive customer experience.
• Adheres to established sales, loyalty, and operational guidelines to identify customer needs, recommend solutions, and achieve performance objectives.
• Proactively encourages retention by contacting clients at high-propensity churn points (e.g., 3-6 months prior to contract expiration, after successive service calls) to ensure satisfaction and extend customer relationships.
• Meets or exceeds budgeted retention goals for all product lines.
• Demonstrates strong problem-solving and communication skills.
• Regular, consistent, and punctual attendance; ability to work nights, weekends, variable schedules, and overtime as necessary.
• Other duties and responsibilities as assigned.

Qualifications

• High School Diploma or GED.
• 2-5 years of relevant work experience.
• Experience with billing tools, inbound/outbound call centers, MS Suite (Teams, Outlook), and customer accounts sales.

Skills

• Customer-focused mindset.
• Workplace organization and persuasion.
• Technical knowledge and adaptability.
• Critical thinking and problem-solving.
• Strong communication and resilience.
• Professional integrity.

Pay

Base Pay: $17.75 per hour. Total Target Compensation (Base Pay plus Targeted Commission): $27.36 per hour. Sales compensation programs offer significant upside above targeted earnings for those who overachieve sales targets. Starting rate varies based on city/state of residence and local regulations.

Benefits

Comcast provides best-in-class benefits to eligible employees, including:

• Commission or bonus opportunities (depending on role).
• Comprehensive benefits connecting physical, financial, and emotional support.
• Personalized options and expert guidance to meet individual needs.