Full-Time Customer Experience Representative – Repair
Job Description
Baseline Requirements
Tech savvy – able to perform computer navigation
Active listening/speaking skills
Communication – ability to share ideas effectively
Professionalism
Attention to Detail
Effective time management – efficient and effective utilization of resources
Comprehension – ability to read and interpret written information
Strong interpersonal skills
Basic mathematic skills (addition, subtraction, multiplication and division)
Core Competencies
Adaptability/flexibility – understands and aligns to the Innovative – Generates new ideas, resourceful and persistent
demands of a changing, fast-paced work environment
Customer Focus – a customer advocate that sets high
Hospitality – genuine desire to be helpful and courteous
standards for customer service, is attentive to customer to customers needs/wants and provides appropriate resolution
Patient & empathetic – ability to diffuse customer issues
Team Effectiveness – works and interacts to accomplish
and have the tenacity to see a problem through to group goals
resolution
Relationship Builder – establishes meaningful connections
Reliability – takes personal responsibility, ownership and
with customers and peers commitment to customers and work
Problem Solving/Resolution – innovative in identifying root
Sales Ability – promoting the value of our products and
cause and creative in leveraging resources to resolve issues
services while overcoming objections
Stress tolerance – maintains emotional resilience under
pressure
Required Skill Set/Work Experience
CUSTOMER SERVICE
Minimum requirement of 6 months prior customer service experience
o Both customer facing and non-customer facing is suitable
o Prior customer service experience is not defined by an *office setting-
SALES EXPERIENCE:
Preferred/a plus: Prior sales experience helpful. Sales types: inside or outside – AND/OR – negotiation ability –
AND/OR – cold calling – AND/OR – suggestive selling/upselling
Required: Sales ability & aptitude is required (sales component = 30% of employee’s scorecard)
o Such will be measured via observation throughout the formal interview process via discussion through conversation
and interaction versus desired responses to interview questions
OTHER:
Prior experience in Hospitality or Retail Sales setting translates well
Community college and high school graduates to be targeted in talent pool – career path/goals should be discussed by
Talent Acquisition during screen process
Position Responsibilities
Troubleshoots and resolves technical problems over the phone in a single customer interaction to maximize the customer
experience
Demonstrates ability to establish and maintain effective relationships with customers
Effectively gains the customer’s cooperation to work through the troubleshooting process
Researches and identifies trends in service/equipment problems and documents process used to correct issues
Proactively learns new technology related to Comcast products
Prepares work orders when required and ensures appropriate procedures are followed
Promotes and sells services then enters and confirms sales
Promotes Comcast products and services and makes recommendations that meet customer needs
Maintains composure in stressful situations and manages or diffuses angry/upset customers
Exercises sound judgment within the score of empowerment and acts in the best interest of both the customer and company
Relates well to the customer, demonstrates a favorable image of the organization through effective use of soft skills
(including active listening and problem solving skills), professional communications and intern/external customer interactions
Works independently and seeks supervisor support when necessary
Interacts with customers via telephone, email or face-to-face to assist with a variety of inquiries and issues
Maintains fundamental understanding of competitive environment and positions Comcast products positively to our
customers
How to Apply
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