Posted in Other 5 days ago.
Type: Full Time
Business Unit: Job Summary:Responsible for supporting Comcast Business Services in their efforts toretain our existing customer base through working with existingcustomers who have either requested disconnect of service or who havebeen identified as being part of a customer subset with high propensityto request disconnect of service. Empathizes with clients, helping themresolve outstanding issues, and renegotiates the terms of theiragreement as a critical part of successful performance. May also supportproactive "value our customer" campaigns such as customer satisfactionsurveys, contract renewals, or other initiatives. Has developedspecialized knowledge/skills in own area. May act as a resource forcolleagues with less experience.Employees at all levels are expected to:- Be available to work 10:30-7pm Monday-Friday- Understand our Operating Principles; make them the guidelines for howyou do your job- Own the customer experience - think and act in ways that put ourcustomers 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 ourgame-changing technology, products and services, especially our digitaltools and experiences- Win as a team - make big things happen by working together and beingopen to new ideas- Be an active part of the Net Promoter System - a way of working thatbrings more employee and customer feedback into the company - by joininghuddles, making call backs and helping us elevate opportunities to dobetter for our customers- Drive results and growth- Respect and promote inclusion and diversity- Do what's right for each other, our customers, investors and ourcommunitiesCore Responsibilities:- Works to retain existing customer base by using active listening,empathy, and assuming ownership of customer issues through resolution toprevent voluntary disconnects caused by issues such as moverequests/transfer service, price/value concerns, technical issues, andchange of ownership.- Effectively communicates a professional sense of urgency, with variousdepartments, in an effort to rectify customer issues.- Minimizes churn by strategically offering product bundles and pricepoints that meet the customers' budget needs and business applicationsneeds and expands their product mix with Comcast.- Supports Comcast Business Services in their efforts to prevent non-paydisconnects by contacting delinquent customers to assist in resolvingtheir billing issues, assuring payment and continuity of services.- Proactively encourages retention by contacting clients at various highpropensity churn points in their life cycle (i.e. 3-6 months prior tocontract expiration, after successive service calls, etc.) to assurecustomer satisfaction and to re-contract and extend our customerrelationships where appropriate. Presents products/services in acourteous and sincere manner and adding solutions required.- Meets or exceeds budgeted retention goals for all product lines.- Communicates competitive offers to customers.- Demonstrates proficiency in explaining technical issues of all productlines.- Shares successes and new ideas with team members in order to achieveboth individual and team goals.- Regular, consistent and punctual attendance. Must be able to worknights and weekends, variable schedule(s) and overtime as necessary.- Other duties and responsibilities as assigned.Job Specification:- High School or Equivalent--- Generally requires 5-7 years related experienceComcast is an EOE/Veterans/Disabled/LGBT employerPDN-91c63f64-ec3b-4ea6-b556-60f23a30ba52