Advanced Service Representative, ACOE

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.

Comcast is an equal opportunity workplace. We will consider all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, genetic information, or any other basis protected by applicable law. Comcast will consider for employment applicants with arrest or conviction records in accordance with the requirements of applicable law, including the San Francisco Fair Chance Ordinance, the Los Angeles Fair Chance Initiative for Hiring Ordinance, the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Please note that federal state, or local laws and regulations may restrict or prohibit Comcast from hiring individuals convicted of certain crimes. Additionally, an applicant’s criminal history may have a direct, adverse, and negative relationship on the job duties of this position, which may result in the withdrawal of a conditional offer of employment.

Skills:

Customer-Focused; Relationship Building; Workplace Organization; Professional Etiquette; Persuasion; Accountability; Technical Knowledge; Adaptability; Self Motivation; Communication; Professional Integrity

Salary:

Base Pay: $16.68

The application window is 30 days from the date job is posted, unless the number of applicants requires it to close sooner or later.

The application window is 30 days from the date job is posted, unless the number of applicants requires it to close sooner or later.

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 to eligible employees. 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 on our careers site for more details.

Education

Some High School Coursework

Relevant Work Experience

0-2 Years