CAE 3, Customer Account Executive RETENTION (Colorado Springs, CO) 66777646

CAE 3, Customer Account Executive RETENTION (Colorado Springs, CO) 66777646

Customer Service

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.
Utilizes skill set, including troubleshooting and billing knowledge, to
ensure the customer retains service.
- Remains up-to-date on products and services to ensure customer
satisfaction and to maximize sales opportunities (e.g. marketing matrix,
new product information.) Determines and implements basic
strategies/techniques to effectively counter competitive offers and
educate customers on product comparisons.
- Resolves customer complaints/concerns through active listening,
empathy, and professionalism. Demonstrates ability to establish and
maintain effective relationships with customers.
- Establishes customer needs through enhanced probing techniques, then
promotes and recommends Comcast products and services based on
customers' needs and interests to establish long-term customer value.
Demonstrates increased proficiency with customer interactions. Aligns
product, 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 and delivers the Comcast Quality Experience (CQE.)
- Consistently demonstrates ability to meet higher performance
expectations (increased 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. Continues to improve
sales ability through ongoing training, role-playing, and coaching.
Support co-workers with advanced knowledge of Retention job family
disciplines. 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.
- 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.


Comcast is an Equal Employment Opportunity/Affirmative Action/Drug-Free workplace employer.