Virtual - Retention Sales Comcast Business

Comcast is a leading technology provider to small businesses and one of the fastest growing providers of Ethernet services. The role involves supporting Comcast Business Services in retaining existing customers by resolving issues and renegotiating agreements while minimizing churn through strategic communication and offers.

Responsibilities:

• Uses active listening, empathy and assumes ownership of customer issues through to resolution
• Communicates a professional sense of urgency, with various departments, in an effort to rectify customer issues
• Minimizes churn by strategically offering product bundles and price points that meet the needs of the customers' budget and business applications and expands their product mix with Comcast
• Proactively encourages retention by contacting clients at various high propensity churn points in their life cycle (i.e. 3-6 months prior to contract expiration, after successive service calls etc.) to assure customer satisfaction and to re-contract and extend customer relationships where appropriate
• Meets or exceeds budgeted retention goals for all product lines
• Demonstrates strong problem solving and communications skills
• 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

Requirements:

• High School Diploma / GED
• 2-5 Years of relevant work experience
• Sales - Customer Accounts required
• Uses active listening, empathy and assumes ownership of customer issues through to resolution
• Communicates a professional sense of urgency, with various departments, in an effort to rectify customer issues
• Minimizes churn by strategically offering product bundles and price points that meet the needs of the customers' budget and business applications and expands their product mix with Comcast
• Proactively encourages retention by contacting clients at various high propensity churn points in their life cycle (i.e. 3-6 months prior to contract expiration, after successive service calls etc.) to assure customer satisfaction and to re-contract and extend customer relationships where appropriate
• Meets or exceeds budgeted retention goals for all product lines
• Demonstrates strong problem solving and communications skills
• Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary
• 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
• Support a culture of inclusion in how you work and lead
• Do what's right for each other, our customers, investors and our communities
• Billing Tools
• Inbound/Outbound Call Center
• MS Suite
• MS Teams Proficiency
• MS Outlook Proficiency