Customer Service Sales Representative (TSX)

Job Summary Responsible for providing end-to-end support for our customers/communities to ensure a positive experience and that is in accordance with the Company's service delivery strategy. Establishes and builds rapport while promoting effective relationships and upholding our commitment to the customer experience through our Operating Principles, Net Promoter System and quality behaviors. Responsible for accurately and confidently handling various types of customer inquiries while engaging and building a consultative relationship with our customer. Responsible for responding to requests regarding technical questions and problem resolution related to company products as well as customer equipment. Actively puts the customer needs and wants at the center of all interactions. Creates a personal connection to the customer and demonstrates favorable image of the organization through effective use of soft skills and problem-solving skills, professional communications and internal/external customer interactions. Communicates in a warm and friendly manner through both verbal and written means via various platforms: SMS, chat, email or phone. Core Responsibilities Demonstrate functional skill to troubleshoot and resolve technical problems and other general account inquiries through both over the phone and written means to maximize the customer experience, with demonstrated ability to articulate relevant information. Follow established troubleshooting procedures, including use of multiple resources and desktop tools. When necessary, produce work order according to established business rules. Effectively build a consultative relationship with the customer to create understanding and resolve all issues. Set clear expectations by providing accurate information and transparent communication. Takes a consultative approach to finding custom solutions to customers' needs. Resolve customer complaints/concerns through active listening, empathy, professionalism and problem solving. Takes a consultative approach to assist the customer through discovering the customer needs and offering additional products and services which satisfies those needs. Demonstrate competencies of a technology enthusiast. Use multiple tools and systems with ease (billing systems, knowledge base, technical tools etc.) to apply information to any customer interaction. Improve customer satisfaction and maximize sales and retention opportunities using up-to-date knowledge of competitive environment, products and services. Act as a product consultant, offering appropriate product solutions, features and benefits. Act as a competitive expert to compare the benefits of Xfinity over alternative solutions. Correct discrepancies on customers' accounts and research service disruptions as necessary. When appropriate, follow established escalation procedures to expedite prompt resolution. Communicate and explain basic to complex account information to the customer with focus on first‑call resolution. Multitask between multiple tools and systems (knowledge base, team meetings, supervisor chat) and apply information and knowledge to customer situations. Demonstrate awareness of company policies and procedures while applying sound judgment within scope of empowerment and follow guidelines for Customer Proprietary Network Information (CPNI) and Personal Identifiable Information (PII). Educate and promote self‑service options. Work in a fast‑paced, structured, metrics‑driven and high‑transaction environment while maintaining composure in stressful situations. Achieve established goals and performance metrics, including schedules and overtime as necessary. Attend training as required. Work independently and seek supervisor support when necessary. Interact with customers via telephone, e‑mail, SMS or face‑to‑face to assist with a variety of customer inquiries and issues. Wear telephone headset and manipulate objects such as pen, keyboard and mouse. Maintain regular, consistent and punctual attendance. Work nights and weekends, variable schedules and overtime as necessary. Other duties and responsibilities as assigned. Compensation and Benefits Base rate: $16.00 hourly, non‑negotiable plus a 5% quarterly bonus with potential to earn monthly uncapped commissions for meeting sales‑related metrics. Base pay is $7.25 and 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. Qualifications Education: Some High School Coursework; Certifications (if applicable). Relevant Work Experience: 0‑2 Years. Skills: Communication, Critical Thinking, Problem Solving, Customer‑Focused, Persuasion, Professional Etiquette, Self‑Motivation, Technical Knowledge, Workplace Organization. EEO Statement 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 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. Additionally, an applicant’s criminal history may have a direct, adverse, and negative relationship on the duties of this position, which may result in the withdrawal of a conditional offer of employment. #J-18808-Ljbffr Blueface Ltd