Virtual - Retention Sales Comcast Business

Comcast

3d•Remote

About The Position

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. Works with moderate guidance in own area of knowledge.

Requirements

High School Diploma / GED
2-5 Years Relevant Work Experience
Adaptability
Communication
Critical Thinking Problem Solving
Customer-Focused
Persuasion
Professional Integrity
Resilience
Technical Knowledge
Workplace Organization

Responsibilities

Uses active listening, empathy and assumes ownership of customer issues through to resolution.
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.
Meets or exceeds budgeted retention goals for all product lines.
Demonstrates 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.