[Remote] Customer Experience Representative, Change of Service

Note: The job is a remote job and is open to candidates in USA. Comcast is a Fortune 50 leader in media and technology, seeking a Customer Experience Representative to provide end-to-end support for customers modifying their services. The role focuses on generating new revenue while ensuring a positive customer experience through effective communication and problem-solving skills.ResponsibilitiesTakes a consultative approach to finding custom solutions to customers’ needsResolves customer complaints/concerns through active listening, empathy, professionalism, and problem solvingEffectively works to build a consultative relationship with the customer to create understanding and resolve all issues including articulating an appropriate product solutions, features and benefitsSets clear expectations by providing accurate information and transparent communicationImproves customer satisfaction and maximize sales opportunities using up-to-date in-depth knowledge of competitive environment, products, and services and compare the benefits of Xfinity over competitorsAbility to multitask between multiple tools and systems with ease and apply information and knowledge to customer interactionsUses problem solving and critical thinking skills to resolve customer issues independentlyOperates well under pressure and comfortable within a fast paced, changing, and virtual environmentMaintains the ability to stay composed in stressful situations as well as manage and de-escalate interactions with customersActively participates and engages in trainings, coaching sessions, and team meetings virtuallyUnderstands and promotes the use of our external applications to drive the customer to self-service when applicableInteracts with customers through various means of communication (both verbal and written) to assist with a variety of customer inquiries and issuesAchieves established goals and performance metricsDemonstrates 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)Regular, consistent and punctual attendanceMust be able to work nights and weekends, variable schedule(s) and overtime as necessaryOther duties and responsibilities as assignedSkillsProvides end-to-end support for customers looking to modify their current servicesCapitalize/focus on generating new revenue or lines of businessEnsure a positive experience in accordance with the Company's service delivery strategyEstablish and build rapport as a product ambassadorPromote effective relationships and uphold commitment to customer experienceHandle various types of customer inquiries accurately and confidentlyIllustrate value of products while engaging and building a consultative relationship with customersHandle billing inquiries, technical problem solving, and sales opportunitiesProactively address all customer needs and advocate for customersCreate a personal connection to the customerDemonstrate a favorable image of the organization through effective use of soft skills and problem-solving skillsCommunicate in a warm and friendly manner through verbal and written means via various platformsComplete all required coursework and progress to Level Two within 12 months of hireTakes a consultative approach to finding custom solutions to customers' needsResolve customer complaints/concerns through active listening, empathy, professionalism, and problem solvingEffectively work to build a consultative relationship with the customerSet clear expectations by providing accurate information and transparent communicationImprove customer satisfaction and maximize sales opportunities using up-to-date in-depth knowledge of competitive environment, products, and servicesAbility to multitask between multiple tools and systems with easeUse problem solving and critical thinking skills to resolve customer issues independentlyOperate well under pressure and comfortable within a fast-paced, changing, and virtual environmentMaintain the ability to stay composed in stressful situations and manage and de-escalate interactions with customersActively participate and engage in trainings, coaching sessions, and team meetings virtuallyUnderstand and promote the use of external applications to drive the customer to self-service when applicableInteract with customers through various means of communication to assist with a variety of customer inquiries and issuesAchieve established goals and performance metricsDemonstrate awareness of company policies and procedures while applying sound judgmentRegular, consistent and punctual attendanceMust be able to work nights and weekends, variable schedule(s) and overtime as necessaryBenefitsBest-in-class BenefitsCompany OverviewAs a global media and tech company, Comcast reaches hundreds of millions of customers, viewers, and guests with world-class connectivity and platforms and beloved content and experiences. It was founded in 1963, and is headquartered in Philadelphia, Pennsylvania, USA, with a workforce of 10001+ employees. Its website is https://corporate.comcast.com.Company H1B SponsorshipComcast has a track record of offering H1B sponsorships, with 705 in 2025, 561 in 2024, 624 in 2023, 750 in 2022, 588 in 2021, 583 in 2020. Please note that this does not guarantee sponsorship for this specific role.



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