indeed.com sales-marketing virtual customer experience representative (retention) jackson, ms (219026)

Virtual Customer Experience Representative (Retention) Jackson, MS (219026)


At Comcast, we're growing our business! We're looking for Customer Experience Retention Reps to join our team ASAP. We offer excellent benefits day 1 of employment (full medical, dental, flex spending accounts, etc) and FREE CABLE and WiFi (about a savings of $3k per year - after 90 days - 401(k) matching up to 6% and Employee Stock Purchase options)! Our career path is exceptional - Join a team where you can enjoy career advancement and a rewarding career!

The first step in the process is to have you apply directly to the website. Simply click (or copy and paste) the link below. It will take you directly to our application system:

https://career8.successfactors.com/sfcareer/jobreqcareer?jobId=219026&company=21114P

Job Description: Answering inbound calls from existing customers. Our inbound sales and customer retention teams foster trust with existing and future customers by both educating and selling them on the value of Xfinity. The primary role of the Customer Care Sales Representative is to maintain and grow sales within a defined customer base and geographical territory. The representative will develop and execute a customer-focused strategy that will lead to greater retention of preventative maintenance contracts, higher revenue per customer and ensure greater customer satisfaction.

Other duties:

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 retaining customers who request to disconnect or

downgrade services/ensure at risk customers are satisfied.

Communications may be inbound and/or outbound. Re-builds the customer

relationship by reselling the benefits and value of Comcast’s products

and services along with identifying their unstated needs, selling any

missing lines of business to the customer, and make account changes as

necessary. Positively positions Comcast products against competitive

offerings, relates well to the customer, exercises sound judgment within

the scope of their empowerment, and acts in the best interest of both

the customer and company.

Employees at all levels are expect 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 and diversity

- Do what's right for each other, our customers, investors and our

communities

Core Responsibilities:

- Retains Comcast customers by probing for current level of satisfaction

and identifying reasons for request to disconnect where applicable. CAE

will overcome concerns, resolving customer complaints/concerns through

active listening, empathy, professionalism, and problem solving.

- Acts as a product consultant, promoting, recommending, and selling the

value of Comcast products and services based on a logical relationship

to the customer’s needs and interests; conducting comparison of customer

spend on products/services via whole house review of total spend on

competitive and company products and services where necessary.

- Demonstrates functional skill in communicating and explaining basic

account information to the customer including their billing statement,

products and services, with focus on first-call resolution, retaining

revenue, and building value.

- 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).

- 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 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.

Job Specification:

- High School or Equivalent

- Generally requires 0-2 years related experience

Job Type: Full-time

Pay: $15.00 per hour

Benefits:

  • 401(k)
  • 401(k) Matching
  • Dental Insurance
  • Disability Insurance
  • Employee Assistance Program
  • Employee Discount
  • Flexible Spending Account
  • Health Insurance
  • Life Insurance
  • Paid Time Off
  • Parental Leave
  • Professional Development Assistance
  • Referral Program
  • Retirement Plan
  • Tuition Reimbursement
  • Vision Insurance

Schedule:

  • 8 Hour Shift
  • Monday to Friday
  • Weekends

Additional Compensation:

  • Bonuses

Work Location:

  • Fully Remote

This Job Is Ideal for Someone Who Is:

  • Dependable -- more reliable than spontaneous
  • Achievement-oriented -- enjoys taking on challenges, even if they might fail
  • Autonomous/Independent -- enjoys working with little direction

This Job Is:

  • A job for which military experienced candidates are encouraged to apply
  • Open to applicants who do not have a college diploma
  • A job for which people with disabilities are encouraged to apply

Company's website:

  • https://career8.successfactors.com/sfcareer/jobreqcareer?jobId=219026&company=21114P

Benefit Conditions:

  • Only full-time employees eligible

Work Remotely:

  • Yes

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