Customer Experience Representative (Lynnwood- Repair)
Posted on: January 15, 2022
Responsible for providing end-to-end support for our
customers/communities to ensure a positive experience and that is
in accordance with the Company's service delivery strategy.
Establishes and builds rapport while promoting effective
relationships and upholding our commitment to the customer
experience through our Operating Principles, Net Promoter System
and quality behaviors. Responsible for accurately and confidently
handling various types of customer inquiries while engaging and
building a consultative relationship with our customer. Responsible
for responding to requests regarding technical questions and
problem resolution related to company products as well as customer
equipment. Actively puts the customer needs and wants at the center
of all interactions. Creates a personal connection to the customer
and demonstrates favorable image of the organization through
effective use of soft skills and problem-solving skills,
professional communications and internal/external customer
interactions. Communicates in a warm and friendly manner through
both verbal and written means via various platforms: SMS, eChat,
email, or phone.
+ Demonstrates functional skill to troubleshoot and resolve
technical problems and other general account inquiries through both
verbal and written means to maximize the customer experience, with
demonstrated ability to articulate relevant information.
+ Follows established troubleshooting procedures, including use of
appropriate resources and desktop tools. When necessary, produce
work order according to established business rules.
+ Effectively works to build a consultative relationship with the
customer to create understanding and resolve all issues.
+ Sets clear expectations by providing accurate information and
+ Takes a consultative approach to finding custom solutions to
customers' needs. Resolves customer complaints/concerns through
active listening, empathy, professionalism and problem solving.
+ Illustrates competencies of a technology enthusiast. Uses
multiple tools and systems with ease (billing systems, knowledge
base, technical tools etc.) to apply information to any customer
+ Improves customer satisfaction and maximize sales and retention
opportunities using up-to-date knowledge of competitive
environment, products and services.
+ Based on the customers wants and needs, acts as a product
consultant, articulating appropriate product solutions, features
+ Acts as a competitive expert to compare the benefits of Xfinity
over the alternative solutions.
+ Corrects discrepancies on customers' accounts and researches
service disruptions as necessary. When appropriate, follow
established escalation procedures to expedite prompt
+ Demonstrates functional skill in communicating and explaining
basic account information to the customer with focus on first-call
+ Multitasks between multiple tools and systems (knowledge base,
team meetings, supervisor) and applies information and knowledge to
+ 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).
+ Educates and promotes self-service options.
+ Must be able to work in a fast-paced, structured, dynamic and
high transaction environment, with the ability to maintain
composure in stressful situations.
+ Demonstrates ability to achieve established goals and performance
metrics. schedule(s) and overtime as necessary.
+ Attends training as required.
+ Works independently and seeks Supervisor support when
+ Interacts with customers via telephone, e-mail, SMS 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.
+ Regular, consistent and punctual attendance. Must be able to work
nights and weekends, variable schedule(s) and overtime as
+ Other duties and responsibilities as assigned.
+ Demonstrates the ability to work independently with little or no
+ In a virtual environment, Comcast requires a minimum 100mbs speed
which is capable of being hard wired into the provided equipment,
either through a direct wall input or your router
+ Must have "home office" space in your home (See Home Office
+ Home Office Requirements:
+ Have a quiet work area in a location that provides privacy from
other people, activities and noise
+ Have a steady work surface
+ Have a comfortable chair
+ Adequate lighting
+ Fast and reliable internet service. If you live within the
Comcast footprint, this is largely covered as part of your employee
+ Employee must live within 90 minutes of Houston location
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
+ 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
+ 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.
High School Diploma / GED
Relevant Work Experience
Base Pay: $16.50
Total Target Compensation (Base Pay plus Targeted Commission):
Our sales compensation programs offer the potential for significant
upside above targeted earnings for those who overachieve their
Base pay is one part of the Total Rewards that Comcast provides to
compensate and recognize employees for their work. Most sales
positions are eligible for a Commission under the terms of an
applicable plan, while most non-sales positions are eligible for a
Bonus. Additionally, Comcast provides best-in-class Benefits. We
believe that benefits should connect you to the support you need
when it matters most, and should help you care for those who matter
most. That's why we provide an array of options, expert guidance
and always-on tools, that are personalized to meet the needs of
your reality - to help support you physically, financially and
emotionally through the big milestones and in your everyday life.
Please visit the compensation and benefits summary
(https://jobs.comcast.com/life-at-comcast/benefits) on our careers
site for more details.
Keywords: Comcast, Seattle , Customer Experience Representative (Lynnwood- Repair), Other , Lynnwood, Washington
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