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

Responsible for providing support and facilitating interactions with our residential customers regarding billing, repair and retention. Acts as a primary point of contact for the customer, taking ownership of customer interactions cross-functionally through to completion. Establishes and maintains positive, productive and trusting relationships with customers to foster long-term loyalty and complete satisfaction, upholding Comcast's commitment to the customer experience through our Operating Principles, Net Promoter Score (NPS), Voice of the Customer (VOC) surveys and the Comcast Customer Guarantee. Effectively uses systems and advanced tools to accurately and confidently handle customer inquiries for company products.

Job Description

Hours of operation 6:45am-10pm 7 days a week

Open availability and flexibility are required for this role.

Core Responsibilities

• Interacts with customers via telephone or e-mail to assist with a variety of customer inquiries and issues regarding billing, repair and retention.
• Troubleshoots and resolves technical problems and other general account inquiries over the phone in a single customer interaction to maximize the customer experience. Articulate relevant information and directions in an organized and concise manner.
• Communicates and explains account information to the customer with focus on first-call resolution. Accurately calculates and communicates 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, follows established escalation procedures to expedite prompt resolution.
• Processes payment information and attempts to collect delinquent account balances.
• Follows established troubleshooting procedures using the appropriate resources and desktop tools.
• Produces work orders according to established business rules and provides customer appropriate guidance for unresolved out-of-scope issues.
• Establishes and maintains effective relationships with customers.
• Acts 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.
• Uses multiple tools and systems (billing systems, knowledge base, technical tools etc.) and applies information to customer situations.
• Complies with 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).
• Educates customers and promotes self-service options.
• Consistently meets or exceeds 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.
• Must be able to wear telephone headset and manipulate objects such as pen, keyboard and mouse.
• Other duties and responsibilities as assigned.

Employees at all levels are expected to:

• Understand our Operating Principles; make them the guidelines for how you do your job.
• Own the customer experience - think and act in ways that put our customers 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 our game-changing technology, products and services, especially our digital tools and experiences.
• Win as a team - make big things happen by working together and being open to new ideas.
• Be an active part of the Net Promoter System - a way of working that brings more employee and customer feedback into the company - by joining huddles, making call backs and helping us elevate opportunities to do better for our customers.
• Drive results and growth.
• Respect and promote inclusion & diversity.
• Do what's right for each other, our customers, investors and our communities.

Disclaimer:

• This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications.

Compensation

Base Pay: $16.00

Base pay is one part of the Total Rewards that Comcast provides to compensate and recognize employees for their work.    Most sales positions are eligible for a Commission under the terms of an applicable plan, while most non-sales positions are eligible for a Bonus.  Additionally, Comcast provides best-in-class Benefits to eligible employees.  We believe that benefits should connect you to the support you need when it matters most, and should help you care for those who matter most.  That’s why we provide an array of options, expert guidance and always-on tools, that are personalized to meet the needs of your reality – to help support you physically, financially and emotionally through the big milestones and in your everyday life. Please visit the compensation and benefits summary on our careers site for more details. 

The application window is 30 days from the date job is posted, unless the number of applicants requires it to close sooner or later.

Education

High School Diploma / GED

Certifications (if applicable)

Relative Work Experience

0-2 Years

Comcast is proud to be an equal opportunity workplace. We will consider all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, genetic information, or any other basis protected by applicable law. Comcast will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of applicable law, including the Los Angeles Fair Chance Initiative for Hiring Ordinance and the San Francisco Fair Chance Ordinance.