Customer Experience Rep (Billing)

Job Summary:
Facilitates interactions with customers in a way that is in accordance
with the Company's service delivery strategy. Establishes rapport and
promotes effective relationships, upholding Comcast's commitment to the
customer experience through our Credo, Voice of the Customer (VOC)
surveys, and the Comcast Customer Guarantee.

Responsible for accurately and confidently handling customer inquiries.
Promotes Comcast products and services and makes recommendations that
meet customer needs. Relates well to the customer, demonstrates
favorable image of the Organization through effective use of soft skills
(including active listening and problem solving skills), professional
communications and internal/external customer interactions. Exercises
sound judgment within the scope of their empowerment, and acts in the
best interest of both the customer and company.

Core Responsibilities:
- Demonstrates functional skill in communicating and explaining basic
account 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.

-Explains billing cycles, processes, and prorates effectively to ensure that customers understand
their statements. Corrects discrepancies on customers' billing
statements, and researches customer billing situations as necessary.
When appropriate, follow established escalation procedures to expedite
prompt resolution.
- Ability to multitask between multiple tools and systems (knowledge
base, team meetings, supervisor) and apply information and knowledge to
customer situations.
- Demonstrates awareness of company policies and procedures while
applying sound judgment within scope of their empowerment and follows
guidelines for Customer Proprietary Network Information (CPNI) and
Personal Identifiable Information (PII).
- Prepares work orders, processes payment information, and attempts to
collect delinquent account balances.
- Begins to act as a product consultant, articulating product features
and benefits and making recommendations based on customer
needs/interests; identifying buying signals and asking for the sale,
reselling current value or right-size, delivering a quality customer
experience.
-Educates and promotes self service options.
- Fundamental understanding of competitive environment and begins to
position 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 in
stressful situations and manage and diffuse angry or upset customers.
- Demonstrates ability to achieve established goals and performance
metrics.
- Regular, consistent and punctual attendance. Must be able to work
nights 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 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.
- Other duties and responsibilities as assigned.