Representative 1, Credit & Collections - Commercial

Comcast

3d • Remote

About The Position

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

• High School Diploma / GED (Required)
• 0-2 Years Relevant Work Experience

Nice To Haves

• 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.

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.
• Please visit the compensation and benefits summary on our careers site for more details.

What This Job Offers

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