Representative 1, Credit & Collections - Commercial - Virtual

Comcast

270d • $15 • Remote

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. Responsible for accurately and confidently handling commercial customers' inquiries while using negotiation skills to collect delinquent balance(s) and retain the customer on both inbound and outbound calls, while following federal and state collection guidelines and laws. Facilitates interactions with customers in a way that is in accordance with the Company's service delivery strategy. Establishes rapport and promotes effective relationships, upholding Comcast's commitment to the customer experience through our programs such as Net Promoter System (NPS), and the Comcast Customer Guarantee. Relates well to the customer and demonstrates a favorable image of the organization through effective use of soft skills (including active listening and problem-solving skills), professional communications, and internal/external customer interactions. Acts in the best interest of both the customer and company. Works on straight forward tasks using established procedures. This is a remote position. Someone with experience working in a remote environment is preferred. Candidates will need to have a flexible schedule to work M-F anytime between the hours of 8am-8pm.

Requirements

• High School Diploma / GED
• 0-2 Years of relevant work experience
• Experience working in a remote environment is preferred
• Flexible schedule to work M-F anytime between the hours of 8am-8pm

Nice To Haves

• Customer-Focused
• Workplace Organization
• Professional Etiquette
• Accountability
• Persuasion
• Adaptability
• Self Motivation
• Critical Thinking Problem Solving
• Communication

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. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary.

Benefits

• Base Pay: $15.00
• Most sales positions are eligible for a Commission under the terms of an applicable plan
• Most non-sales positions are eligible for a Bonus
• Best-in-class Benefits to eligible employees

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Broadcasting and Content Providers
• Education Level: High school or GED