VIRTUAL, Retention Account Executive - Northeast Division Footprint at Comcast in Hudson, New Hampshire

Job Description:

Business Unit: Due to current circumstances regarding COVID-19, this position will be virtual for candidates within the Northeast Division Footprint (subject to change in the future based on business need) Job Summary:Responsible for supporting Comcast Business Services in their efforts toretain our existing customer base through working with existingcustomers that are either requesting disconnect of service or who havebeen identified as being part of a customer subset with high propensityto request disconnect of service. Empathizes with clients, helps themresolve outstanding issues, and renegotiates the terms of theiragreement. Supports "value our customer" campaigns such as customersatisfaction surveys, contract renewals, or other initiatives. Workswith moderate guidance in own area of knowledge.Employees at all levels are expected to:- 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:- Uses active listening, empathy, and assumes ownership of customerissues through to resolution.- 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 needs of the customers' budget and businessapplications and expands their product mix with Comcast.- 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 customerrelationships where appropriate.- Meets or exceeds budgeted retention goals for all product lines.- Demonstrates strong problem solving and communications skills.- 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- Business, Marketing-- Generally requires 3-5+ years related experienceComcast is an EOE/Veterans/Disabled/LGBT employerPDN-91f4846a-f448-4192-ade5-f98fcc8840cc