Detail of : Customer Experience Representative - Inbound Call Center (Repair) - October Class Job Openings in Denver
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Benefits for New Hires start on day 1.
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 ’s commitment to the customer experience through our Credo, Voice of the Customer (VOC) surveys, and the Customer Guarantee. Responsible for answering incoming calls regarding technical questions and problem resolution related to products as well as customer equipment. Handles billing overflow calls. Works to minimize and/or reduce truck rolls. Offers products and services to meet customer needs. 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 expected to:Understand our Operating Principles; make them the guidelines for how you do your job
- Own the customer experiencethink 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 stuffbe enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences - Win as a teammake big things happen by working together and being open to new ideas - Be an active part of the Net Promoter Systema way of working that brings more employee and customer feedback into the companyby 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: Demonstrates functional skill to troubleshoot and resolve technical problems and other general account inquiries over the phone in a single customer interaction to maximize the customer experience, with demonstrated ability to articulate relevant information and directions in an organized and concise manner. Follow established troubleshooting procedures, including use of appropriate resources and desktop tools. When necessary, produce work order according to established business rules. Demonstrated ability to establish and maintain effective relationships with customers. Effectively gains the customer’s cooperation to work through the troubleshooting process, ensuring customer problem resolution. Corrects discrepancies on customers’ accounts, and researches service disruptions as necessary. When appropriate, follow established escalation procedures to expedite prompt resolution. 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. Demonstrates functional skill in communicating and explaining basic account information to the customer with focus on first-call 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). Educates and promotes self service options. Fundamental understanding of competitive environment and begins to position ’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. Supports other lines of business as volumes dictate. Other duties and responsibilities as assigned. 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 Generally requires 0-2 years related experience
Additional Requirements: Demonstrates the ability to work independently with little or no supervision In a virtual environment, requires a minimum 100mbs speed which is capable of being hard wired into the provided equipment, either through a direct wall input or your router Must have “home office” space in your home (See Home Office Requirements below) Home Office Requirements: Have a quiet work area in a location that provides privacy from other people, activities and noise Have a steady work surface Have a comfortable chair Adequate lighting Fast and
If your qualification is matched with the requirement above, please submit your online application directly through Comcast system at :
Application will be treated strictly confidential .
Only short-listed candidates will be contacted.
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