Customer Experience Representative, Priority Xfinity Communities

📋 Description

• • Provide end-to-end customer support for billing, repair, retention, and sales inquiries across multiple communication platforms including phone, SMS, eChat, and email.
• • Troubleshoot and resolve technical problems and account-related issues in a single interaction to enhance customer experience and create promoters.
• • Follow established troubleshooting procedures and use desktop tools, billing systems, and knowledge bases to accurately address customer needs.
• • Build consultative relationships with customers by actively listening, demonstrating empathy, and applying professional communication skills.
• • Communicate account information clearly and transparently, setting realistic expectations and instilling customer confidence and trust.
• • Assist customers with self-guided resolution while maintaining genuine concern and using approved communication techniques.
• • Act as a product consultant by articulating appropriate product solutions, features, and benefits based on individual customer needs and preferences.
• • Identify and capitalize on sales and retention opportunities using up-to-date knowledge of Comcast’s products, services, and competitive landscape.
• • Ask probing questions to understand customer needs while adhering to policies that prohibit discussion of confidential billing information with unauthorized persons.
• • Comply with all credit policies, Customer Proprietary Network Information (CPNI), and Personal Identifiable Information (PII) guidelines.
• • Achieve established performance metrics and goals related to customer satisfaction, resolution rates, and sales targets.
• • Participate actively in training sessions and coaching to maintain and improve knowledge of systems, products, and service standards.
• • Work within a 6:50am–12:15am EST schedule, including nights, weekends, and variable shifts as required.
• • Wear a telephone headset and operate standard office equipment including keyboard, mouse, and pen.
• • Consistently follow company policies, quality guidelines, and procedures while exercising sound judgment within authorized empowerment limits.
• • Engage with customers through verbal and written communication to resolve a wide range of inquiries and issues.
• • Uphold Comcast’s Operating Principles, Net Promoter System, and quality behaviors in all customer interactions.
• • Contribute to a culture of inclusion and diversity while prioritizing customer experience and team collaboration.
• • Maintain regular, consistent, and punctual attendance with availability for overtime as necessary.
• • Other duties and responsibilities as assigned.