Customer Service Sales Representative (TSX)

Xfinity; United States; Remote; USD 33,000 - 40,000; Full time

Job summary

Join a leading company in media and technology as a work-from-home customer support representative. You'll engage with customers, resolve inquiries, and promote products while ensuring a positive experience. Ideal for those seeking growth in a dynamic environment.

Qualifications

• 0-2 years relevant work experience required.

Responsibilities

• Provide end-to-end support for customers via inbound calls.
• Troubleshoot technical problems and resolve account inquiries.
• Promote additional products and services based on customer needs.

Skills

Communication

Critical Thinking

Problem Solving

Customer Focus

Professional Etiquette

Self Motivation

Technical Knowledge

Workplace Organization

Education

Some High School Coursework

Job description

Comcast brings together the best in media and technology. We drive innovation to create the world's best entertainment and online experiences. As a Fortune 50 leader, we set the pace in a variety of innovative and fascinating businesses and create career opportunities across a wide range of locations and disciplines. We are at the forefront of change and move at an amazing pace, thanks to our remarkable people, who bring cutting-edge products and services to life for millions of customers every day. If you share in our passion for teamwork, our vision to revolutionize industries, and our goal to lead the future in media and technology, we want you to fast-forward your career at Comcast.

Job Summary

This is a work-from-home frontline role requiring shift work, involving inbound calls and providing end-to-end support for customers. The role focuses on ensuring a positive customer experience aligned with the Company's service delivery strategy. Building rapport, promoting relationships, and upholding our commitment to customer satisfaction through our Operating Principles, Net Promoter System, and quality behaviors are key. The role involves handling various customer inquiries confidently, engaging with customers, and discovering their needs for product upgrades and additional services. Effective communication, soft skills, problem-solving, and professionalism are essential, along with sales responsibilities and promoting self-service options.

Job Description

Core Responsibilities

• Virtual work-from-home role
• Base Rate: $16.00/hourly non-negotiable plus a 5% quarterly bonus, with potential for uncapped monthly commissions based on sales metrics.
• Career growth and progression plans
• Hours of Operation: 6:45am-11pm Eastern Standard Time, 7 days a week
• Flexibility to work any assigned shift, which will be communicated upon selection

• Troubleshoot and resolve technical problems and general account inquiries via phone and written communication, maximizing customer experience with clear articulation of relevant information.
• Follow troubleshooting procedures, utilize multiple resources and tools, and produce work orders as per business rules.
• Build consultative relationships to understand and resolve customer issues effectively.
• Set clear expectations with accurate information and transparent communication.
• Discover customer needs, offer tailored solutions, and promote additional products and services.
• Demonstrate technical enthusiasm, using various tools and systems efficiently.
• Enhance customer satisfaction, sales, and retention through updated knowledge of products and competitive environment.
• Act as a product consultant, explaining benefits and comparing solutions like Xfinity to competitors.
• Correct account discrepancies and research service disruptions, escalating issues when necessary.
• Communicate complex account information clearly, aiming for first-call resolution.
• Multitask across multiple tools and systems, applying knowledge to customer situations.
• Adhere to company policies, including confidentiality and data protection guidelines.
• Promote self-service options and maintain composure in a fast-paced environment.
• Achieve performance metrics, work flexible hours, and attend required training.
• Interact via phone, email, SMS, or face-to-face, using appropriate equipment.
• Maintain punctuality and be available for nights, weekends, and overtime as needed.
• Perform other duties as assigned.

Employee Expectations

• Understand and embody our Operating Principles.
• Prioritize the customer experience and promote digital options.
• Be enthusiastic about learning and advocating our technology and services.
• Collaborate effectively and contribute to team success.
• Engage in the Net Promoter System to improve customer and employee feedback.
• Drive results, growth, and promote inclusion and diversity.
• Act ethically and responsibly for customers, colleagues, investors, and communities.

Disclaimer

• This description provides a general overview of the role and is not exhaustive of all duties, responsibilities, and qualifications.

Skills

Communication, Critical Thinking, Problem Solving, Customer Focus, Professional Etiquette, Self Motivation, Technical Knowledge, Workplace Organization

Compensation

Base Pay: $16.00/hour plus potential commissions and bonuses. Additional benefits are provided, details of which are available on our careers site.

The application window is 30 days from posting unless closed sooner due to applicant volume.

Education

Some High School Coursework

Relevant Work Experience

0-2 Years

We are an equal opportunity employer, considering all qualified applicants without discrimination based on legally protected characteristics or criminal record, in accordance with applicable laws.