Bilingual Overnight Customer Experience Rep - Full-time / Part-time

Comcast - Bilingual Customer Experience Rep - Overnight

Description

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.

Establishes rapport and promotes effective relationships, upholding our commitment to the customer experience through our Operating Principles, Voice of the Customer (VOC) surveys, and the Comcast Customer Guarantee. Responsible for accurately and confidently handling customer inquiries including billing and technical questions. Responsible for handling escalated cancellation requests from customers and responsible for solving all issues, taking a consultative approach to finding custom solutions to customers' needs, as well as handling potential sales opportunities. Resolves problems related to Comcast products as well as customer equipment. Promotes company products and services and makes recommendations that meet the customer needs.

Duties & Responsibilities

• Bilingual Fluent Spanish/English required. Must be willing to work Overnight shift.
• Provides support to customers for billing, repair, retention and sales calls.
• Troubleshoots and resolves technical problems and other general account inquiries over the phone in a single customer interaction to maximize the customer experience.
• Educates customers and promotes self-service options.
• Communicates and explains account information to the customer with focus on first-call resolution.
• Accurately calculates and communicates taxes, fees, one-time charges, seasonal rate changes and recurring monthly fees.
• Corrects discrepancies on customers' billing statements, and research customer billing situations as necessary. When appropriate, follows established escalation procedures to expedite prompt resolution.
• Handles escalated cancellation requests from customers, taking a consultative approach to finding custom solutions to customers' needs.
• Resolves customer complaints/concerns through active listening, empathy,professionalism, and problem solving.
• Improves customer satisfaction and to maximizes sales and retention opportunities using up-to-date knowledge of competitive environment, products, and services.
• Overcomes initial customer objections to presented offer using appropriate strategy for resistance.
• Achieves established goals and performance metrics.
• Regular, consistent and punctual attendance. Must be able to work overnight shift, weekends, and variable schedule(s) and overtime as necessary.
• Interacts with customers via telephone 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.