Business Unit: Job Summary:Responsible for providing support for our customers/communities toensure a positive experience and that is in accordance with theCompany’s service delivery strategy. Establishes and builds rapportwhile promoting effective relationships and upholding our commitment tothe customer experience through our Operating Principles, Net PromoterSystem, and quality behaviors. Responsible for accurately andconfidently handling various types of customer inquiries while engagingand building a consultative relationship with our customer. Thisincludes but is not limited to billing inquiries, technical problemsolving, handling sales opportunities, proactively addressing allcustomer needs as well as being a strong advocate for our customers.Actively puts the customer needs and wants at the center of allinteractions. Creates a personal connection to the customer anddemonstrates a favorable image of the organization through effective useof soft skills and problem-solving skills, professional communicationsand internal/external customer interactions. Communicates in a warm andfriendly manner through both verbal and written means via variousplatforms: SMS, eChat, email, or phone.Employees at all levels are expected to:- Understand our Operating Principles; make them the guidelines for howyou do your job- Own the customer experience – think and act in ways that put ourcustomers 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 ourgame-changing technology, products and services, especially our digitaltools and experiences- Win as a team – make big things happen by working together and beingopen to new ideas- Be an active part of the Net Promoter System – a way of working thatbrings more employee and customer feedback into the company – by joininghuddles, making call backs and helping us elevate opportunities to dobetter for our customers- Drive results and growth- Respect and promote inclusion and diversity- Do what’s right for each other, our customers, investors and ourcommunitiesCore Responsibilities:- Effectively works to build a consultative relationship with thecustomer to create understanding and resolve all issues.- Sets clear expectations by providing accurate information andtransparent communication.- Takes a consultative approach to finding custom solutions tocustomers’ needs. Resolves customer complaints/concerns through activelistening, empathy, professionalism, and problem solving.- Sets clear expectations by providing accurate information andtransparent communication.- Illustrates competencies of a technology enthusiast. Uses multipletools and systems with ease (billing systems, knowledge base, technicaltools, etc.) to apply information to any customer interaction.- Improves customer satisfaction and maximize sales and retentionopportunities using up-to-date knowledge of competitive environment,products, and services.- Based on the customers 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 overthe alternative solutions.- Demonstrates functional skill in communicating and explaining basicaccount information to the customer with 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, teammeetings, supervisor) and applies information and knowledge to customersituations.- Demonstrates awareness of company policies and procedures whileapplying sound judgment within scope of their empowerment and followsguidelines for Customer Proprietary Network Information (CPNI) andPersonal 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 instressful situations and manage and diffuse angry or upset customers.- Demonstrates ability to achieve established goals and performancemetrics.- Attends training as required.- Works independently and seeks Supervisor support when necessary.- Interacts with customers via telephone, e-mail, SMS or face-to-face toassist with a variety of customer inquiries and issues. Must be able towear telephone headset and manipulate objects such as pen, keyboard, andmouse.- Regular, consistent and punctual attendance. Must be able to worknights and weekends, variable schedule(s) and overtime as necessary. – Other duties and responsibilities as assigned.Job Specification:- High School or Equivalent— Generally requires 0-2 years related experience Comcast is an EOE/Veterans/Disabled/LGBT employer
source https://www.jobsinmiramar.com/sales/customer-experience-representative-billing-miramar-fl-df4294a/
source https://jobsinmiramar.tumblr.com/post/615894767824519168
Scott Smith 