• Comcast
  • New Castle , DE
  • Accounting
  • Full-Time
  • 901 Delaware St


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Business Unit:

Comcast brings together the best in media and technology. We drive innovation to create the world's best entertainment and online experiences. As a Fortune 50 leader, we set the pace in a variety of innovative and fascinating businesses and create career opportunities across a wide range of locations and disciplines. We are at the forefront of change and move at an amazing pace, thanks to our remarkable people, who bring cutting-edge products and services to life for millions of customers every day. If you share in our passion for teamwork, our vision to revolutionize industries and our goal to lead the future in media and technology, we want you to fast-forward your career at Comcast.

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 Comcast's commitment to the

customer experience through our Credo, Voice of the Customer (VOC)

surveys, and the Comcast Customer Guarantee.

Responsible for accurately and confidently handling customer inquiries.

Promotes Comcast products and services and makes recommendations that

meet customer needs. Relates well to the customer, demonstrates

favorable image of the Organization through effective use of soft skills

(including active listening and problem solving skills), professional

communications and internal/external customer interactions. 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:

* Demonstrates functional skill in communicating and explaining basic

account information to the customer with focus on first-call resolution.

Must be able to accurately calculate and communicate taxes, fees, one-

time charges, and/or recurring monthly fees. Explains billing cycles,

processes, and prorates effectively to ensure that customers understand

their statements. Corrects discrepancies on customers' billing

statements, and researches customer billing situations as necessary.

When appropriate, follow established escalation procedures to expedite

prompt 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).

* Prepares work orders, processes payment information, and attempts to

collect delinquent account balances.

* 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.

* 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

10:00am-8:30pmOFF-Sunday/Wednesday/Thursday10:00am-8:30pmOFF-Wednesday/Friday/Saturday10:00am-8:30pmOFF-Thursday/Friday/Saturday10:30am-9:00pmOFF-Sunday/Monday/Tuesday11:00am-7:30pmOFF-Sunday/Tuesday11:00am-7:30pmOFF-Sunday/Tuesday11:00am-7:30pmOFF-Sunday/Wednesday11:00am-7:30pmOFF-Sunday/Wednesday12:30pm-9:00pmOFF-Sunday/Monday 12:30pm-9:00pmOFF-Sunday/Friday12:30pm-9:00pmOFF-Sunday/Friday12:30pm-9:00pmOFF-Sunday/Friday12:30pm-9:00pmOFF-Tuesday/Saturday12:30pm-9:00pmOFF-Tuesday/Saturday12:30pm-9:00pmOFF-Tuesday/Saturday12:30pm-9:00pmOFF-Tuesday/Saturday12:30pm-9:00pmOFF-Thursday/Saturday

Comcast is an EOE/Veterans/Disabled/LGBT employer

Comcast is an EOE/Veterans/Disabled/LGBT employer



* The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.

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