Comcast Virtual Customer Experience Rep- Repair in Woodridge, Illinois
Virtual applicants must live in the following states: Alabama, Arkansas, Florida, Georgia, Illinois, Indiana, Kentucky, Louisiana, Michigan, Mississippi, South Carolina, & Tennessee
$15.00 + Quarterly Bonuses & Paid Training
Comprehensive Benefits package effective Day 1, including Health, Dental, Vision; Highly Discounted Cable Services, 401K, Employee Perks, and much, much more!
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 customer. This includes but is not limited to billing inquiries, technical problem solving, handling sales opportunities, proactively addressing all customer needs as well as being a strong advocate for our customers. Actively puts the customer needs and wants at the center of all interactions. Creates a personal connection to the customer and demonstrates 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.
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 use of appropriate resources and desktop tools. Produces 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
Communicates and explains account information to the customer with 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 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 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 trainings and coaching sessions.
Interacts with customers through various means of communication (both verbal and written) 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.
Consistently follows company policies, quality guidelines and procedures while applying sound judgment within scope of empowerment and follows guidelines for Customer Proprietary Network Information (CPNI) and Personal Identifiable Information (PII).
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.
High School or Equivalent
Generally requires 0-2 years related experience.
Comcast is an EOE/Veterans/Disabled/LGBT employer
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