Advanced Service Representative, ACOE

Job 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. Job Summary This job focuses on resolving technical issues and customer inquiries with a one-contact resolution approach, ensuring satisfaction and loyalty. It entails building relationships, clear communication, and guiding customers through self-resolution with empathy. The role also involves consulting on products and services to meet customer needs. Hours of Operation: 8am-11pm est Monday-Sunday, 7 days a week Job Description Responsibilities: Provides the right experience to customers for billing, repair, retention, and sales inquiries or interactions, including those using assistive technologies such as screen readers, voice recognition software, or alternative input devices. Troubleshoots and resolves technical problems and other general account inquiries in a single customer interaction to create promoters and enhance the customer experience. Ensures solutions are accessible and inclusive, accommodating customers with disabilities. Follows established troubleshooting procedures, including use of appropriate resources and desktop tools. Produces work orders according to established business rules. Effectively works to build a consultative relationship with the customer to create understanding and resolve all issues, including those related to accessibility or usability of products and services. Sets clear expectations by providing accurate information and transparent communication, using plain language and accessible formats when needed. Communicates and explains account information to the customer with a focus on doing everything in your power to resolve an issue while instilling confidence and trust. When appropriate, follows established escalation procedures to expedite prompt resolution, including accessibility-related concerns. Illustrates competencies of a technology enthusiast. Uses multiple tools and systems with ease (billing systems, knowledge base, technical tools, etc.) and ensures customers are educated on accessibility support options. Assists customers to self-guided resolution while illustrating genuine concern and using inclusive language. Takes a consultative approach to finding custom solutions to customers' needs. Resolves customer complaints/concerns through active listening, empathy, professionalism, and problem solving, including accessibility-related feedback. Improves customer satisfaction and maximizes sales and retention opportunities using up-to-date knowledge of the competitive environment, products, services, and accessibility features. Based on the customer's wants and needs, acts as a product consultant, articulating appropriate product solutions, features, benefits, and accessibility options. Asks probing questions and does not discuss confidential contractual billing information with unauthorized persons. Ensures communication methods are accessible to all customers. Complies with all established credit policies and guidelines. Achieves established goals and performance metrics. Actively participates in trainings and coaching sessions, including those focused on accessibility awareness and assistive technology support. Interacts with customers through various means of communication (both verbal and written). Must be able to wear a telephone headset and manipulate objects such as pen, keyboard, and mouse. Reasonable accommodations will be provided as needed. Consistently follows company policies, quality guidelines, and procedures while applying sound judgment within scope of empowerment and follows guidelines for Customer Proprietary Network Information (CPNI), Personal Identifiable Information (PII), and accessibility standards. 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, including those using assistive technologies, and give them seamless digital options at every touchpoint. Know your stuff – be enthusiastic learners, users, and advocates of our game-changing technology, products, services, and accessibility features. Win as a team – make big things happen by working together and being open to new ideas, including those that improve accessibility and inclusion. 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, including those with disabilities. Drive results and growth. Support a culture of inclusion in how you work and lead, including awareness and support for assistive technologies. 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. Skills Accountability, Adaptability, Communication, Customer-Focused, Persuasion, Professional Etiquette, Professional