Fort Myers - Customer Service
Posted on Jan 11, 2019 by Comcast
Educates customers and promotes self-service options. - Communicates and explains account information to the customer with focus on first-call resolution. Accurately calculates and communicates taxes, fees, one-time charges, seasonal rate changes and recurring monthly fees. Explains billing cycles, processes, and prorates effectively to ensure that customers understand their statements. Corrects discrepancies on customers' billing statements, and research customer billing situations as necessary. When appropriate, follows established escalation procedures to expedite prompt resolution. Asks probing questions and does not discuss confidential contractual billing information with unauthorized persons. Uses multiple tools and systems billing systems, knowledge base, technical tools, etc. and apply information to customer situations. Complies with all established credit policies and guidelines. De-escalates upset customers to bring self-guided resolution by demonstrating concern, proper use of empathy, and words that work throughout the interaction. Prepares sales orders, technician appointments, processes payment information and attempts to collect delinquent account balances. Handles escalated cancellation requests from customers, taking a consultative approach to finding custom solutions to customers' needs. Resolves customer complaints/concerns through active listening, empathy, professionalism, and problem solving. Improves customer satisfaction and to maximizes sales and retention opportunities using up-to-date knowledge of competitive environment, products, and services. 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.
Overcomes initial customer objections to presented offer using appropriate strategy for resistance. Achieves established goals and performance metrics. - Actively participates in trainings and coaching sessions. - Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule and overtime as necessary. Interacts with customers via telephone 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. Other duties and responsibilities as assigned. Category: Sales , Keywords: Sales Administrator