Job Description

Job Descriptions

Job Summary

Responsible for supporting Comcast Business Services in their efforts to retain our existing customer base through working with existing customers who have either requested disconnect of service or who have been identified as being part of a customer subset with high propensity to request disconnect of service. Empathizes with clients, helping them resolve outstanding issues and renegotiates the terms of their agreement as a critical part of successful performance. May also support proactive value our customer campaigns such as customer satisfaction surveys, contract renewals, or other initiatives. Has developed specialized knowledge/skills in own area. May act as a resource for colleagues with less experience.

Job Description

Core Responsibilities

* Works to retain existing customer base by using active listening, empathy and assuming ownership of customer issues through resolution to prevent voluntary disconnects caused by issues such as move requests/transfer service, price/value concerns, technical issues and change of ownership.
* Effectively communicates a professional sense of urgency, with various departments, in an effort to rectify customer issues.
* Minimizes churn by strategically offering product bundles and price points that meet the customers' budget needs and business applications needs and expands their product mix with Comcast.
* Supports Comcast Business Services in their efforts to prevent non-pay disconnects by contacting delinquent customers to assist in resolving their billing issues, assuring payment and continuity of services.
* Proactively encourages retention by contacting clients at various high propensity churn points in their life cycle (i.e. 3-6 months prior to contract expiration, after successive service calls etc.) to assure customer satisfaction and to re-contract and extend our customer relationships where appropriate. Presents products/services in a courteous 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 product lines.
* Shares successes and new ideas with team members in order to achieve both individual and team goals.
* Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary.
* Other duties and responsibilities as assigned.

Employees at all levels are expected 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 & diversity.
* Do what's right for each other, our customers, investors and our communities.

Disclaimer:

* This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications.

Comcast is an EOE/Veterans/Disabled/LGBT employer.

Education

Some High School Coursework

Relevant Work Experience

5-7 Years

Salary:

Base Pay: $15.87

Total Target Compensation (Base Pay plus Targeted Commission): $24.52

Our sales compensation programs offer the potential for significant upside above targeted earnings for those who overachieve their sales targets.