Customer Support

• Retains customers through a discovery process to determine the current level of satisfaction and identify reasons for request to cancel where applicable.
• Drive sales success by connecting with existing customers over the phone and matching them with the perfect Xfinity solutions
• Turn every interaction into an opportunity to help customers discover our amazing products and services
• Effectively works to build a consultative relationship with the customer to create understanding and resolve all issues.
• Sets clear expectations by providing accurate information and transparent communication.
• Takes a consultative approach to finding custom solutions to customers’ needs.
• Resolves customer complaints/concerns through active listening, empathy, professionalism, and problem solving.
• Educates and promotes self-service options.
• Must be able to work in a fast-paced, structured, dynamic and hightransaction environment, with the ability to maintain composure in stressful situations and manage and de-escalate interactions with angry or upset customers
• Demonstrates knowledge of Xfinity products, processes and support tools; acts as a product ambassador and compares benefits to alternatives.
• Multitasks between multiple tools and systems (knowledge base, team meetings, supervisor) and applies information and knowledge to customer situations.
• Follows CPNI and PII guidelines; understands company policies and uses sound judgment.
• Works independently and seeks Supervisor support when necessary.
• Interacts with customers via telephone, e-mail, SMS or face-to-face; must wear headset.
• Regular, consistent and punctual attendance; may require nights and weekends.

Customer Experience Associate, Retention Representative

Salary

Job Level

About the role

Requirements

Client Account Representative

Patient Contact Specialist, Bilingual, English/Spanish

Customer Service Representative

Customer Advocate I

Customer Service Representative III