Xfinity Mobile Care Representative (Retention)

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As a Fortune 50 leader, we set the pace in a variety of innovative and fascinating businesses and create career opportunities across a wide range of locations and disciplines. We are at the forefront of change and move at an amazing pace, thanks to our remarkable people, who bring cutting-edge products and services to life for millions of customers every day. If you share in our passion for teamwork, our vision to revolutionize industries and our goal to lead the future in media and technology, we want you to fast-forward your career at Comcast.

Job Summary

Responsible for working closely with customers in all markets nationwide to understand root cause for provisioning, billing, sales, account management and repair related tickets and calls. Communicates and/or implements process requirements to reduce overall trouble rates. Uses multiple systems and applications to ensure customer service orders and tickets are completed accurately and on-time while creating a great customer experience within the Xfinity Mobile call center environment. Establishes rapport and promotes effective relationships, upholding Xfinity Mobiles commitment to the customer experience through NPS, Voice of the Customer (VOC) surveys, FCR and using established procedures to resolve all customer issues.

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.

Disclaimer

 

  • This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications.

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