Representative 3, Finance & Accounting - Courtesy Services

Xfinity; United States; Remote; USD 45,000 - 65,000; Full time

Job summary

A leading telecommunications company is seeking a Representative 3 in Finance & Accounting to manage customer accounts and provide high-quality support. This role involves troubleshooting billing issues, collaborating across departments, and ensuring service accuracy. Candidates should have strong analytical and problem-solving skills along with a high school diploma. Join a dynamic team where your expertise can make a significant impact.

Qualifications

• 5-7 years of relevant work experience.
• Strong analytical and problem-solving skills.
• Ability to resolve account issues and support ticketing systems.

Responsibilities

• Be the go-to expert for escalated inquiries.
• Manage and maintain XPE/gratis accounts.
• Troubleshoot and resolve complex billing issues.
• Collaborate with various departments to resolve account concerns.

Skills

Analytical skills

Problem-solving skills

Communication

Customer service

Adaptability

Education

High School Diploma / GED

Tools

ECM (Ticket Management System)

National Gratis Tool

CSG (Billing System)

CRM (Billing System)

E360 (CRM System)

XM360 (CRM system)

Outlook

Microsoft Teams

Job description

Overview

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

Dept Hours: Monday–Friday, 7:00 AM – 7:00 PM EST (Traditional Business Hours)

About the Role: Are you a natural problem-solver who loves digging into details and making things right? Do you enjoy supporting internal teams and ensuring customers (and employees!) get the best experience possible? If so, we’d love to meet you!

As a Representative 3, Finance & Accounting – XPE (Xfinity Promotor Experience - Courtesy Services), you’ll be part of a high-performing, virtual team that manages courtesy and gratis accounts across the enterprise. In this role, you’ll be at the heart of our internal customer experience—setting up and managing accounts, scheduling service orders, processing disconnections, and resolving escalated inquiries with precision and care. You’ll ensure our employees receive the services and discounts they’re eligible for, while proactively troubleshooting billing issues to deliver accurate, efficient, and high-quality support.

This is more than just a support role—it’s a chance to become a subject matter expert, collaborate across departments, and make a real impact.

Team Culture

We’re a tight-knit, virtual crew that takes pride in our work—and knows how to have fun doing it. Many of us have been here for years, and we’re excited to welcome someone who brings fresh energy, curiosity, and a passion for helping others.

Training & Onboarding

We’ve got your back from day one:

• Side-by-side training: 2–3 weeks
• Self-guided modules: Available to support your learning journey

Job Description

What You’ll Do

• Be the go-to expert for escalated inquiries from internal teams (Call Centers, CAEs, Supervisors, etc.)
• Manage and maintain XPE/gratis accounts, ensuring billing accuracy and policy compliance
• Process account changes using tools like ECM and the National Gratis Tool
• Partner with departments like Government Affairs, MDU, and Retail to manage specialized accounts
• Conduct audits using HR records to verify discount eligibility
• Troubleshoot and resolve complex billing issues (misapplied payments, equipment discrepancies, etc.)
• Collaborate with Tech Ops, Warehouses, HR, and Security to resolve account concerns
• Provide documentation and insights to support Executive Customer Care, Legal, and other teams
• 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.

Tools You’ll Use

• ECM (Ticket Management System)
• National Gratis Tool (Ticket Management Tool for non-employee accounts)
• CSG (Billing System)
• CRM (Billing System)
• E360 (CRM System)
• XM360 (CRM system)
• Outlook & Microsoft Teams

What You Bring

Strong analytical and problem-solving skills

• Strong analytical and problem-solving skills
• Excellent communication and customer service abilities
• Adaptability in a fast-paced, ever-changing environment
• Experience resolving account issues and supporting ticketing systems
• Bonus: Familiarity with XPE and courtesy services accounts

Career Growth

While there is no formal progression plan, the skills you gain here - cross functional collaboration, billing expertise, and customer support - are highly transferrable across finance, operations and customer experience teams. Additionally, this role could be a steppingstone towards leadership.

Success Looks Like

• High-quality ticket resolution
• First-contact resolution
• Strong internal collaboration and customer satisfaction

Ready to Apply?

We’re hiring internally and externally—and we welcome rehires, too! If you’re ready to join a team that values excellence, collaboration, and a little bit of fun, apply today!

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, give them seamless digital options at every touchpoint, and make them promoters of our products and services.
• Know your stuff - be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences.
• Win as a team - make big things happen by working together and being open to new ideas.
• 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.
• Drive results and growth.
• Support a culture of inclusion in how you work and lead.
• 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.

Education & Certifications

Education: High School Diploma / GED

Certifications: (if applicable)

Relevant Work Experience

5-7 Years

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 for employment applicants with arrest or conviction records in accordance with 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. Please note that federal state, or local laws and regulations may restrict or prohibit Comcast from hiring individuals convicted of certain crimes. Additionally, an applicant’s criminal history may have a direct, adverse, and negative relationship on the job duties of this position, which may result in the withdrawal of a conditional offer of employment.