Representative 1, Credit & Collections - Commercial

Comcast

6d•$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. Job Summary 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 Monday - Friday anytime between the hours of 8am-8pm EST.

Requirements

Accountability
Adaptability
Communication
Critical Thinking Problem Solving
Customer-Focused
Persuasion
Professional Etiquette
Self Motivation
Workplace Organization
High School Diploma / GED (Required)
0-2 Years Relevant Work Experience

Nice To Haves

Someone with experience working in a remote environment is preferred.

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.
Follows applicable national credit and collection policies, as well as all Federal, State, and Local regulations.
Multitasks between multiple tools and systems and applies information and knowledge to bring resolution to the customers’ situations.
Explains 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.
Processes and schedule disconnects on delinquent accounts.
Utilizes established escalation procedures to expedite prompt resolution.
Consistently meets 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.
Demonstrates a high degree of professionalism, integrity, and ethical behavior, including by maintaining the confidentiality of sensitive employee, customer, and/or business data.
Interacts with customers 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.
Follows company policies and procedures as well as guidelines for Customer Proprietary Network Information (CPNI) and Personal Information (PI).
Acts as a product expert, articulating product features, such as Cable TV, Internet, Phone and SmartOffice.
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.
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.