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For your reference, we have included the original job posting below.
CAE 1, Customer Service (Retention)- Malden, MA
Job Number:
43301379
Company Name:
NorthEast Division
Job Location:
Malden, MA US
Job Category:
Customer Service
Minimum Education:
High School Diploma
CAE 1, Customer Service (Retention)- Malden, MA
Tasks: - Elicits and records customer information and inquiries, following prompts from a computerized system. Must be able to wear telephone headset and manipulate objects such as pen, keyboard, and mouse. - Saves and retains Comcast customers by identifying reasons for request to disconnect and overcoming concerns in an effort to retain customers. - Develops and maintains up-to-date knowledge of the Company's products, programming, and marketing campaigns in order to effectively sell new or upgraded services. Able to position Comcast products positively. - Resolves customer complaints/concerns through active listening, empathy, and professionalism. Demonstrates ability to establish and maintain effective relationships with customers. - Aligns product and feature benefits, and pricing, to the need of the customer. - Promotes, recommends, and sells the value of Comcast products and services based on a logical relationship to the customer's needs and interests. - Meets or exceeds budgeted retention goals for all product lines. Demonstrates the ability to meet individual performance goals (KPI/MPS.) - Demonstrates proficiency in technical troubleshooting of all product lines, with the ability to articulate relevant information and directions in an organized and concise manner. Supports other lines of business as call volume dictates. - Shares successes and new ideas with team members in order to achieve both individual and team goals. Consistently meets or exceeds established goals and performance metrics and achieves overall performance goals of the organization. Maintains and coordinates interdepartmental communications. - Must be able to work in a fast-paced, often high-pressure environment, with proven ability to maintain composure in stressful situations and manage and diffuse angry or upset customers. - 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. This is an internal to COMCAST posting only. Position requires Comcast experience.
Available work schedules: 4 x 10 work schedules: 8:30 am 7:00 pm MTFY 8:30 am 7:00 pm MTFY 8:30 am 7:00 pm MTWR 8:00 am 6:30 pm MWFY 8:00 am 6:30 pm MWFY
