[Remote] Customer Experience Representative, Change of Service

🌍 Remote, USA 🎯 Full-time 🕐 Posted Recently

Job Description

Note: The job is a remote job and is open to candidates in USA. Comcast is a Fortune 50 leader in media and technology, seeking a Customer Experience Representative to provide end-to-end support for customers modifying their services. The role focuses on generating new revenue while ensuring a positive customer experience through effective communication and problem-solving skills.

Responsibilities

Takes a consultative approach to finding custom solutions to customers’ needs
Resolves customer complaints/concerns through active listening, empathy, professionalism, and problem solving
Effectively works to build a consultative relationship with the customer to create understanding and resolve all issues including articulating an appropriate product solutions, features and benefits
Sets clear expectations by providing accurate information and transparent communication
Improves customer satisfaction and maximize sales opportunities using up-to-date in-depth knowledge of competitive environment, products, and services and compare the benefits of Xfinity over competitors
Ability to multitask between multiple tools and systems with ease and apply information and knowledge to customer interactions
Uses problem solving and critical thinking skills to resolve customer issues independently
Operates well under pressure and comfortable within a fast paced, changing, and virtual environment
Maintains the ability to stay composed in stressful situations as well as manage and de-escalate interactions with customers
Actively participates and engages in trainings, coaching sessions, and team meetings virtually
Understands and promotes the use of our external applications to drive the customer to self-service when applicable
Interacts with customers through various means of communication (both verbal and written) to assist with a variety of customer inquiries and issues
Achieves established goals and performance metrics
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)
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

Skills

Provides end-to-end support for customers looking to modify their current services
Capitalize/focus on generating new revenue or lines of business
Ensure a positive experience in accordance with the Company's service delivery strategy
Establish and build rapport as a product ambassador
Promote effective relationships and uphold commitment to customer experience
Handle various types of customer inquiries accurately and confidently
Illustrate value of products while engaging and building a consultative relationship with customers
Handle billing inquiries, technical problem solving, and sales opportunities
Proactively address all customer needs and advocate for customers
Create a personal connection to the customer
Demonstrate a favorable image of the organization through effective use of soft skills and problem-solving skills
Communicate in a warm and friendly manner through verbal and written means via various platforms
Complete all required coursework and progress to Level Two within 12 months of hire
Takes a consultative approach to finding custom solutions to customers' needs
Resolve customer complaints/concerns through active listening, empathy, professionalism, and problem solving
Effectively work to build a consultative relationship with the customer
Set clear expectations by providing accurate information and transparent communication
Improve customer satisfaction and maximize sales opportunities using up-to-date in-depth knowledge of competitive environment, products, and services
Ability to multitask between multiple tools and systems with ease
Use problem solving and critical thinking skills to resolve customer issues independently
Operate well under pressure and comfortable within a fast-paced, changing, and virtual environment
Maintain the ability to stay composed in stressful situations and manage and de-escalate interactions with customers
Actively participate and engage in trainings, coaching sessions, and team meetings virtually
Understand and promote the use of external applications to drive the customer to self-service when applicable
Interact with customers through various means of communication to assist with a variety of customer inquiries and issues
Achieve established goals and performance metrics
Demonstrate awareness of company policies and procedures while applying sound judgment
Regular, consistent and punctual attendance
Must be able to work nights and weekends, variable schedule(s) and overtime as necessary

Benefits

Best-in-class Benefits

Company Overview

As a global media and tech company, Comcast reaches hundreds of millions of customers, viewers, and guests with world-class connectivity and platforms and beloved content and experiences. It was founded in 1963, and is headquartered in Philadelphia, Pennsylvania, USA, with a workforce of 10001+ employees. Its website is https://corporate.comcast.com.

Company H1B Sponsorship

Comcast has a track record of offering H1B sponsorships, with 705 in 2025, 561 in 2024, 624 in 2023, 750 in 2022, 588 in 2021, 583 in 2020. Please note that this does not guarantee sponsorship for this specific role.

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