Comcast continues to hire for work at home positions
Remote applicants must live in the following states: Alabama, Arkansas, Florida, Georgia, Illinois, Indiana, Kentucky, Louisiana, Michigan, Mississippi, South Carolina, Tennessee.
Remote Virtual experience is preferred but NOT required.
Responsible for providing support with our residential customers regarding billing, repair and retention.
Processes payment information and attempts to collect delinquent account balances.
Education: High School Diploma / GED
Relevant Work Experience: 0-2 Years
Salary: Base Pay: $15.00
You can apply here
Core Responsibilities
- Interacts with customers via telephone or e-mail to assist with a variety of customer inquiries and issues regarding billing, repair and retention.
- Troubleshoots and resolves technical problems and other general account inquiries over the phone in a single customer interaction to maximize the customer experience. Articulate relevant information and directions in an organized and concise manner.
- Communicates and explains account information to the customer with focus on first-call resolution. Accurately calculates and communicates taxes, fees, one-time charges and/or recurring monthly fees. Explains billing cycles, processes and prorates effectively to ensure that customers understand their statements.
- Corrects discrepancies on customers' billing statements and researches customer billing situations as necessary. When appropriate, follows established escalation procedures to expedite prompt resolution.
- Processes payment information and attempts to collect delinquent account balances.
- Follows established troubleshooting procedures using the appropriate resources and desktop tools.
- Produces work orders according to established business rules and provides customer appropriate guidance for unresolved out-of-scope issues.
- Establishes and maintains effective relationships with customers.
- Acts as a product consultant, articulating product features and benefits and making recommendations based on customer needs/interests; identifying buying signals and asking for the sale, reselling current value or right-size, delivering a quality customer experience.
- Uses multiple tools and systems (billing systems, knowledge base, technical tools etc.) and applies information to customer situations.
- Complies with 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 customers and promotes self-service options.
- Consistently meets or exceeds established goals and performance metrics.
- Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary.
- Attends training as required.
- Must be able to wear telephone headset and manipulate objects such as pen, keyboard and mouse.
- Other duties and responsibilities as assigned.
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