Representative 3, Small & Medium Business Direct Sales - Retention

Comcast

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 our existing customer base through working with existing customers that are either requesting disconnect of service or who have been identified as being part of a customer subset with high propensity to request disconnect of service. Empathizes with clients, helps them resolve outstanding issues and renegotiates the terms of their agreement. Supports “value our customer” campaigns such as customer satisfaction surveys, contract renewals, or other initiatives. Has developed specialized knowledge/skills in own area. May act as a resource for colleagues with less experience.

Requirements

5-7 Years Relevant Work Experience
High School Diploma / GED

Nice To Haves

Adaptability
Communication
Customer Relationships
Customer Service

Responsibilities

Works to retain existing customer base by using active listening, empathy and assuming ownership of customer issues through resolution to prevent voluntary disconnects caused by issues such as move requests/transfer service, price/value concerns, technical issues and change of ownership.
Communicates a professional sense of urgency, with various departments, in an effort to rectify customer issues.
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.
Proactively encourages retention by contacting clients at various high propensity churn points in their life cycle (i.e. 3-6 months prior to contract expiration, after successive service calls etc.) to assure customer satisfaction and to re-contract and extend customer relationships where appropriate.
Supports Comcast Business Services in their efforts to prevent non-pay disconnects by contacting delinquent customers to assist in resolving their billing issues, assuring payment and continuity of services.
Shares successes and new ideas with team members in order to achieve both individual and team goals.
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.