Virtual - Representative 4, Small & Medium Business Direct Sales (Winback) - Retention

Comcast

1d • $16 - $36 • Remote

About The Position

Comcast Business offers a suite of Connectivity, Communications, Networking, Cybersecurity, Wireless, and Managed Solutions to help global organizations of all sizes prepare for what’s next. Powered by the nation’s largest Gig-speed broadband network and backed by 24/7 customer support, Comcast Business is the nation’s largest technology provider to small businesses and one of the leading service providers to the Enterprise market. Comcast Business has been consistently recognized by industry analysts and associations as a leader and innovator, and one of the fastest growing providers of Ethernet services. Job Summary Responsible for supporting Comcast Business Services in their efforts to retain and grow our existing customer base through working with existing customers that are either requesting disconnect of service or who are interested in downgrading services in exchange for a contract renewal. Empathizes with clients, uncovers opportunities by consulting with caller and helps them resolve outstanding issues to renegotiate the terms of their agreement. Supports “value our customer” campaigns such as customer satisfaction surveys, contract renewals, or other initiatives. Acts as technical specialist within own area. May serve as team leader, but does not supervise.

Requirements

• Communication
• Customer Experience (CX)
• Sales
• Teamwork
• High School Diploma / GED
• 7-10 Years Relevant Work Experience

Responsibilities

• Uses active listening, empathy and assumes ownership of customer issues through resolution.
• Focus on base customer growth and retention, in the mid-market segment, to include advanced voice product upgrades and mobile acquisition sales.
• Assist high valued customers such as hospitality/hotel, premier and managed accounts.
• 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.
• Prepare disconnection and sales documentation for small and medium business and advanced products and work with customer project management teams to complete customer solution and implementation.
• Adhere to hourly and daily schedules to ensure customer service levels are met.
• Maintain and master knowledge of system order entry and disconnection policy and process.
• Meet or exceed budgeted retention and mobile line sales goals for all product lines supported.
• Demonstrate 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.
• 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.

Benefits

• Base pay is one part of the Total Rewards that Comcast provides to compensate and recognize employees for their work.
• Most sales positions are eligible for a Commission under the terms of an applicable plan, while most non-sales positions are eligible for a Bonus.
• Additionally, Comcast provides best-in-class Benefits to eligible employees.
• We believe that benefits should connect you to the support you need when it matters most, and should help you care for those who matter most.
• That’s why we provide an array of options, expert guidance and always-on tools, that are personalized to meet the needs of your reality – to help support you physically, financially and emotionally through the big milestones and in your everyday life.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED