NBCUniversal

Customer Accounts Executive – Retention Business Sales

NBCUniversal

full-time

Posted on:

Origin:  • 🇺🇸 United States • Alabama, Florida, Illinois, Kentucky, Louisiana

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Salary

💰 $18 per hour

Job Level

JuniorMid-Level

About the role

  • Support Comcast Business Services efforts to retain existing customer base by working with customers requesting disconnects or with high propensity to disconnect
  • Empathize with clients, help them resolve outstanding issues and renegotiate the terms of their agreement
  • Support “value our customer” campaigns such as customer satisfaction surveys, contract renewals, or other initiatives
  • Use active listening, empathy and assume ownership of customer issues through to resolution
  • Communicate with various departments to rectify customer issues
  • Minimize churn by offering product bundles and price points that meet customer needs and expand product mix
  • Proactively contact clients at high propensity churn points (e.g., 3-6 months prior to contract expiration, after successive service calls) to assure satisfaction and re-contract where appropriate
  • Meet or exceed budgeted retention goals for all product lines
  • Demonstrate strong problem solving and communications skills
  • Participate in Operating Principles, Net Promoter System activities, team huddles, callbacks and cross-team collaboration
  • Perform other duties and responsibilities as assigned

Requirements

  • High School Diploma / GED
  • Relevant Work Experience 2-5 Years
  • Demonstrates the ability to work independently with little or no supervision
  • Must be able to work nights and weekends, variable schedule(s) and overtime as necessary
  • Regular, consistent and punctual attendance
  • In a virtual environment, Comcast requires a minimum 100mbps speed which is capable of being hard wired into the provided equipment, either through a direct wall input or your router
  • 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
  • Must reside in Comcast's Central Division (Alabama, Arkansas, Florida, Georgia, Illinois, Indiana, Kentucky, Michigan, Mississippi, South Carolina, Tennessee, and Louisiana)
  • Skills: Adaptability, Communication, Critical Thinking, Problem Solving, Customer-Focused, Persuasion, Professional Integrity, Resilience, Technical Knowledge, Workplace Organization