Executive Customer Relations (ECR) - Service Recovery Specialist I

Business Unit:

Job Summary:

Receive, process and resolve high-level, escalated customer issues from escalated channels, such as, Brian Roberts' office, Office of Tom Karinshak, regulatory agencies, social media and more, providing customers with an exceptional customer experience

Core responsibilities:

* Build professional rapport with internal and external customers by demonstrating active listening skills to ensure mutual understanding of customer's concerns/comments

* Effectively communicate information, verbally, and/or in writing in a clear and informative manner, and take appropriate ownership and accountability of customer issues and concerns, minimizing the need for future contacts

* Interpret, translate, explain, and provide applicable, accurate, and appropriate information with respect to products and services, equipment, policies and procedures, account status, marketing promotions and campaigns, serviceability, service problems, and more, as the need arises

* Analyze and solve problems regarding billing, service, sales, retention and other issues

* Act as a customer liaison for executive management team, regulatory and consumer agencies, representing Comcast in a positive, professional, and ethical manner, while working to exceed customers' expectations and retain customers

* Build and support strong internal/external partnerships with other organizations to resolve complex, escalated complaints.

* Provide follow through, tracking, and resolution information on all complex escalated customer complaints in an efficient and timely manner

* Eliminate repetitive occurrences of customer dissatisfaction through reporting of data

* Prepare consistent and professional customer correspondence to ensure prompt attention.

* Assist in developing and executing team/individual objectives

* Punctual, regular, and consistent attendance is required

* Perform other related duties as assigned

Skills and qualifications:

* Proficient PC skills in a Windows environment

* Proven mathematical ability to calculate basic transactions

* Excellent oral and written communication skills with demonstrated ability to articulate relevant information and directions in an organized and concise manner

* Strong interpersonal skills

* Demonstrated ability to establish and maintain effective relationships with customers

* Proven ability to maintain composure in stressful situations

* Excellent listening skills with demonstrated ability to obtain key information to assess customer needs and resolve problems

* Excellent planning, organizational and decision-making skills

* Ability to work in a team, sharing ideas and workload; proven adaptability to change direction in response to changes in procedures, processes, and business imperatives

Essential Job Competencies:

* Customer Focus--Provides superior services and deliverables by understanding and servicing the customer (internal and external) and the community environment to promote loyalty.

* Relationship Building--Utilizes effective interpersonal communication, promotes partnerships and develops collaborative relationships with people across a variety of areas to ensure the achievement of common goals and business success. Facilitates positive interactions and champions a respectful working environment through inclusion.

* Flexibility/Open-mindedness--Adapts well to changing conditions and new and different ways of thinking in a variety of situations with various individuals and groups to work effectively.

* Execution Excellence and Reliability--Effectively executes steps to produce a desired change to improve and grow the business. Plans time, priorities in an effective manner to achieve individual, team and department goals. Uses business processes and systems effectively to demonstrate actions for obtaining business results. Considers diverse points of view to manage relationships with customers, business partners and leaders.

* Responsible Working--Demonstrates a positive belief in one's own capability to choose the correct course of action. Displays consistently high ethical standards in business and personal behaviors, and embraces an inclusive environment. Displays enthusiastic approach to work and to Comcast. Continually seeks feedback to learn and develop capabilities that lead to self-assessment, improvement and growth.

Job Specification:

* Two to three years of customer service experience in a high-contact, service-related environment

* High school or equivalent

* Must be available and flexible to work evenings, weekends, and holidays as required.

Comcast is an EOE/Veterans/Disabled/LGBT employer