Customer Experience Representative, Retention Services

Job Summary

Hours of Operation:

Monday – Saturday 5:45am to 10:45pm Eastern Time
Closed Sunday

Job Description

Core Responsibilities

• Retains customers through a discovery process to determine the current level of satisfaction and to identify reasons for request to cancel where applicable.
• Effectively works to build a consultative relationship with the customer to create understanding and resolve all issues.
• Sets clear expectations by providing accurate information and transparent communication.
• Takes a consultative approach to finding custom solutions to customers’ needs. Resolves customer complaints/concerns through active listening, empathy, professionalism, and problem solving.
• Sets clear expectations by providing accurate information and transparent communication.
• Illustrates competencies of a technology enthusiast. Uses multiple tools and systems with ease (billing systems, knowledge base, technical tools, etc.) to apply information to any customer interaction.
• Improves customer satisfaction and maximize sales and retention opportunities using up-to-date knowledge of competitive environment, products, and services.
• Based on the customers wants and needs, acts as a product ambassador, articulating appropriate product solutions, features and benefits.
• -Demonstrate expertise in, and excitement for, all Xfinity products, processes and support tools.
• Acts as a competitive expert to compare the benefits of Xfinity over the alternative solutions.
• Multitasks between multiple tools and systems (knowledge base, team meetings, supervisor) and applies information and knowledge to customer situations.
• Demonstrates awareness of company policies and procedures while applying sound judgment within scope of their empowerment and follows guidelines for Customer Proprietary Network Information (CPNI) and Personal Identifiable Information (PII).
• Educates and promotes self-service options.
• Must be able to work in a fast-paced, structured, dynamic and hightransaction environment, with the ability to maintain composure in stressful situations and manage and de-escalate interactions with angry or upset customers
• -Demonstrates ability to achieve established goals and performance metrics.
• Attends training as required.
• Works independently and seeks Supervisor support when necessary.
• Interacts with customers via telephone, e-mail, SMS or face-to-face to assist with a variety of customer inquiries and issues. Must be able to wear telephone headset and manipulate objects such as pen, keyboard, and mouse.
• 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.

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.