Advanced Service Representative, ACOE

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.

Compensation

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

Education