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

Responsible for supporting Comcast Business Services in their efforts to retain our existing customer base through working with existing customers that are either requesting disconnect of service or who have been identified as being part of a customer subset with high propensity to request disconnect of service. Empathizes with clients, helps them resolve outstanding issues and renegotiates the terms of their agreement. Supports “value our customer” campaigns such as customer satisfaction surveys, contract renewals, or other initiatives. Works with moderate guidance in own area of knowledge.

ADDITIONAL REQUIREMENTS:

• Demonstrates the ability to work independently with little or no supervision
• In a virtual environment, Comcast requires a minimum 100mbps speed which is capable of being hard wired into the provided equipment, either through a direct wall input or your router
• Must have “home office” space in your home (See Home Office Requirements below)
• Home Office Requirements:
• Have a quiet work area in a location that provides privacy from other people, activities and noise
• Have a steady work surface
• Have a comfortable chair
• Adequate lighting
• Fast and reliable internet service. If you live within the Comcast footprint, this is largely covered as part of your employee benefits.

SKILLS:

Customer-Focused; Workplace Organization; Persuasion; Technical Knowledge; Adaptability; Communication; Resilience; Critical Thinking Problem Solving; Professional Integrity

EDUCATION

High School Diploma / GED

RELEVANT WORK EXPERIENCE

2-5 Year

• Uses active listening, empathy and assumes ownership of customer issues through to resolution.
• Communicates a professional sense of urgency, with various departments, in an effort to rectify customer issues.
• Minimizes churn by strategically offering product bundles and price points that meet the needs of the customers’ budget and business applications and expands their product mix with Comcast.
• Proactively encourages retention by contacting clients at various high propensity churn points in their life cycle (i.e. 3-6 months prior to contract expiration, after successive service calls etc.) to assure customer satisfaction and to re-contract and extend customer relationships where appropriate.
• Meets or exceeds budgeted retention goals for all product lines.
• Demonstrates strong problem solving and communications skills.
• 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.