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Bilingual Customer Experience Rep-Retention
•30 days ago
| Hours | Full-time, Part-time |
|---|---|
| Location | Albuquerque and Surrounding Areas Albuquerque, New Mexico |
About this job
Business Unit:
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, we set the pace in a variety of innovative and fascinating businesses and create career opportunities across a wide range of locations and disciplines. We are at the forefront of change and move at an amazing pace, thanks to our remarkable people, who bring cutting-edge products and services to life for millions of customers every day. If you share in our passion for teamwork, our vision to revolutionize industries and our goal to lead the future in media and technology, we want you to fast-forward your career at Comcast.
Job Summary
This position facilitates interactions with customers in a way that is in accordancewith the Company's service delivery strategy. Establishes rapport andpromotes effective relationships, upholding Comcast's commitment to thecustomer experience through our Credo, Voice of the Customer (VOC)surveys, and the Comcast Customer Guarantee.Responsible for retaining customers who request to disconnect ordowngrade services/ensure at risk customers are satisfied.Communications may be inbound and/or outbound. Re-builds the customerrelationship by reselling the benefits and value of Comcast's productsand services along with identifying their unstated needs, selling anymissing lines of business to the customer, and make account changes asnecessary. Positively positions Comcast products against competitiveofferings, relates well to the customer, exercises sound judgment withinthe scope of their empowerment, and acts in the best interest of boththe customer and company.
Core Responsibilities
- Retains Comcast customers by probing for current level of satisfactionand identifying reasons for request to disconnect where applicable. CAEwill overcome concerns, resolving customer complaints/concerns throughactive listening, empathy, professionalism, and problem solving.
- Acts as a product consultant, promoting, recommending, and selling thevalue of Comcast products and services based on a logical relationshipto the customer's needs and interests; conducting comparison of customerspend on products/services via whole house review of total spend oncompetitive and company products and services where necessary.
- Demonstrates functional skill in communicating and explaining basicaccount information to the customer including their billing statement,products and services, with focus on first-call resolution, retainingrevenue, and building value.
- Ability to multitask between multiple tools and systems (knowledgebase, team meetings, supervisor) and apply information and knowledge tocustomer situations.
- 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).
- Ability to follow established procedures for processing new installs,transfers, changes of service, and disconnects.
-Educates and promotes self-service options.
- Fundamental understanding of competitive environment and begins toposition Comcast's products positively to our customers.
- 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.
- Must be bilingual (English/ Spanish).
- Regular, consistent and punctual attendance. Must be able to worknights and weekends, variable 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, 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.
- Other duties and responsibilities as assigned.
Job Specification
- High School Diploma or Equivalent
- Generally requires 0-2 years related experience
Comcast is an Affirmative Action/EEO employer M/F/D/V
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, we set the pace in a variety of innovative and fascinating businesses and create career opportunities across a wide range of locations and disciplines. We are at the forefront of change and move at an amazing pace, thanks to our remarkable people, who bring cutting-edge products and services to life for millions of customers every day. If you share in our passion for teamwork, our vision to revolutionize industries and our goal to lead the future in media and technology, we want you to fast-forward your career at Comcast.
Job Summary
This position facilitates interactions with customers in a way that is in accordancewith the Company's service delivery strategy. Establishes rapport andpromotes effective relationships, upholding Comcast's commitment to thecustomer experience through our Credo, Voice of the Customer (VOC)surveys, and the Comcast Customer Guarantee.Responsible for retaining customers who request to disconnect ordowngrade services/ensure at risk customers are satisfied.Communications may be inbound and/or outbound. Re-builds the customerrelationship by reselling the benefits and value of Comcast's productsand services along with identifying their unstated needs, selling anymissing lines of business to the customer, and make account changes asnecessary. Positively positions Comcast products against competitiveofferings, relates well to the customer, exercises sound judgment withinthe scope of their empowerment, and acts in the best interest of boththe customer and company.
Core Responsibilities
- Retains Comcast customers by probing for current level of satisfactionand identifying reasons for request to disconnect where applicable. CAEwill overcome concerns, resolving customer complaints/concerns throughactive listening, empathy, professionalism, and problem solving.
- Acts as a product consultant, promoting, recommending, and selling thevalue of Comcast products and services based on a logical relationshipto the customer's needs and interests; conducting comparison of customerspend on products/services via whole house review of total spend oncompetitive and company products and services where necessary.
- Demonstrates functional skill in communicating and explaining basicaccount information to the customer including their billing statement,products and services, with focus on first-call resolution, retainingrevenue, and building value.
- Ability to multitask between multiple tools and systems (knowledgebase, team meetings, supervisor) and apply information and knowledge tocustomer situations.
- 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).
- Ability to follow established procedures for processing new installs,transfers, changes of service, and disconnects.
-Educates and promotes self-service options.
- Fundamental understanding of competitive environment and begins toposition Comcast's products positively to our customers.
- 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.
- Must be bilingual (English/ Spanish).
- Regular, consistent and punctual attendance. Must be able to worknights and weekends, variable 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, 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.
- Other duties and responsibilities as assigned.
Job Specification
- High School Diploma or Equivalent
- Generally requires 0-2 years related experience
Comcast is an Affirmative Action/EEO employer M/F/D/V