Representative 1, Collections - Commercial

About the position

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.

Responsibilities

• Review past due accounts and contact commercial customers to arrange an acceptable payment arrangement/program for accounts from which sufficient funds can be challenging to collect.
• Follow applicable national credit and collection policies, as well as all Federal, State, and Local regulations.
• Multitask between multiple tools and systems and apply information and knowledge to bring resolution to the customers' situations.
• Explain billing cycles, processes, and prorates effectively to ensure that customers understand their statements including accurately calculating and communicating fees, one-time charges, and/or recurring monthly fees.
• Process secure customer payments, and/or create payment arrangement in accordance with policy.
• Process and schedule disconnects on delinquent accounts.
• Utilize established escalation procedures to expedite prompt resolution.
• Consistently meet or exceed established goals and performance metrics.
• Work in a fast-paced, structured, dynamic and high-transaction environment, with the ability to maintain composure in stressful situations and manage and diffuse angry or upset customers.
• Demonstrate a high degree of professionalism, integrity, and ethical behavior, including by maintaining the confidentiality of sensitive employee, customer, and/or business data.
• Interact with customers to assist with a variety of customer inquiries and issues.
• Follow company policies and procedures as well as guidelines for Customer Proprietary Network Information (CPNI) and Personal Information (PI).
• Act as a product expert, articulating product features, such as Cable TV, Internet, Phone and SmartOffice.
• Maintain regular, consistent and punctual attendance.
• Work nights and weekends, variable schedule(s) and overtime as necessary.
• Perform other duties and responsibilities as assigned.

Requirements

• High School Diploma / GED (Required)
• 0-2 Years of relative work experience
• Strong communication skills
• Ability to multitask and manage time effectively
• Proficient in problem-solving and critical thinking
• Ability to maintain professionalism in stressful situations

Nice-to-haves

• Experience in customer service or collections
• Familiarity with billing processes and payment arrangements

Benefits

• Base Pay: $17.50
• Eligibility for Commission or Bonus based on position
• Best-in-class Benefits including physical, financial, and emotional support options