Xfinity Mobile Care Representative (Retention) @ Comcast

Job Information

Job Description:

Core Responsibilities

  • Show your unique skills, passion for technology, and excellent customer service skills to create the ultimate best in class experience and turn our customers into loyal Xfinity Mobile fans
  • Answer customer calls and actively listening to identify their issues Building customer relationships, earning their loyalty and trust.
  • Troubleshoot problems and resolving customer issues from device, to billing, to service concerns.
  • Generate excitement for new solutions and products that can enhance their experience
  • Be an Xfinity Mobile ambassador and promoting the products and services.
  • Utilize your unique talents, passion for technology, and excellent customer service skills, you’ll be creating the ultimate in-store experience and turn our customers into loyal Xfinity Mobile fans.
  • Communicate clearly and concisely with customers, both internal and external, all while demonstrating the value of XM.
  • Leverage skills and abilities to best support the customer as well as identify opportunities to drive growth and offer proactive solutions.
  • Be solutions oriented and proactive, providing first call resolution eliminating repeat calls and reducing unnecessary transfers.
  • Promote the value of Xfinity Mobile by using strong communication and negotiation skills to improve the customer experience and increase company revenue.
  • Maintain an in-depth level of knowledge regarding product, network capabilities, and position them as strategic solution.
  • Apply technical knowledge to resolve customer issues and assists with evolving technologies through effective troubleshooting.
  • Receive feedback, apply coaching and key learning to improve job performance.
  • Apply corrective action processes to accurately resolve customer order issues, ensuring customers’ service commitments are met across the national footprint.
  • Isolate and resolve problems by correlating information from network equipment, etc.
  • Notify appropriate individuals and organizations of network outages and restoration events by opening system trouble tickets, as necessary, with the fix agencies.
  • Use multiple software systems/applications and institutional knowledge to investigate, triage and troubleshoot complex repair, and activation across the national footprint.
  • Work closely with third parties and business partners to understand root cause and make recommendations on process and Interactive Troubleshooting Guide (ITG) enhancements in order to improve first call resolution.
  • Record and/or maintains information notes within the necessary systems when manual intervention is required to resolve order discrepancy(s).
  • Open tickets and records/maintains necessary documentation to track ticket through resolution.
  • 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.
Employees at all levels are expected to:
  • 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.
  • Respect and promote inclusion & diversity.
  • Do what’s right for each other, our customers, investors and our communities.

Experience Level: Junior/Associate
Work From: Onsite

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