Customer Experience Rep (Billing)

Comcast - New Castle, DE

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.

Job Specification:

- High School or Equivalent

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- Generally requires 0-2 years related experience

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Posted: 30+ days ago

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