Customer Service Representative

Job Description Summary

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  • Effectively works to build a consultative relationship with the customer to create understanding and resolve all issues.
  
  
  • Sets clear expectations by providing accurate information and transparent communication.
  
  
  • Takes a consultative approach to finding custom solutions to customers' needs. Resolves customer complaints/concerns through active listening, empathy, professionalism and problem solving.
  
  
  • Illustrates competencies of a technology enthusiast. Uses multiple tools and systems with ease (billing systems, knowledge base, technical tools etc.) to apply information to any customer interaction.
  
  
  • Improves customer satisfaction and maximize sales and retention opportunities using up-to-date knowledge of competitive environment, products and services.
  
  
  • Based on the customers wants and needs, acts as a product consultant, articulating appropriate product solutions, features and benefits.
  
  
  • Acts as a competitive expert to compare the benefits of Xfinity over the alternative solutions.
  
  
  • Demonstrates functional skill in communicating and explaining basic account information to the customer with focus on first-call resolution. Must be able to accurately calculate and communicate taxes, fees, onetime charges and/or recurring monthly fees.
  
  
  • Multitasks between multiple tools and systems (knowledge base, team meetings, supervisor) and applies information and knowledge to customer situations.
  
  
  • Demonstrates awareness of company policies and procedures while applying sound judgment within scope of their empowerment and follows guidelines for Customer Proprietary Network Information (CPNI) and Personal Identifiable Information (PII).
  
  
  • Educates and promotes self-service options.
  
  
  • Must be able to 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 ability to achieve established goals and performance metrics.
  
  
  • Attends training as required.
  
  
  • Works independently and seeks Supervisor support when necessary.
  
  
  • Interacts with customers via telephone, e-mail, SMS or face-to-face 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.
  
  
  • 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.
  
  
  
  

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  • 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.
  
  
  
  

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  • 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.