CAE 1, Cust Service (Service)Technical Customer Service, Enfield, CT (40 hrs/we Job in Hazardville, Connecticut US
CAE 1, Cust Service (Service)Technical Customer Service, Enfield, CT (40 hrs/we
CAE 1, Cust Service (Service)Technical Customer Service, Enfield, CT (40 hrs/we Enfield, CT Tasks: - Elicits and records customer information and inquiries, following prompts from a computerized system. Must be able to wear telephone headset and manipulate objects such as pen, keyboard, and mouse. - Troubleshoots and resolves technical problems over the phone in a single customer interaction to maximize the customer experience, with demonstrated ability to articulate relevant information and directions in an organized and concise manner. - Demonstrated ability to establish and maintain effective relationships with customers. Effectively gains the customers cooperation to work through the troubleshooting process, delivering the Comcast Quality Experience (CQE), and avoiding a truck roll. - Researches and identifies trends in service/equipment problems and documents processes used to correct issues, reporting consistent problems to the escalation agent. - Proactively learns new technologies within the Comcast products. - Prepares work orders when required and ensures appropriate procedures are followed. - Promotes and sells services, enters and confirms sales. - Supports Other lines of business as call volume dictates. - Maintains and coordinates interdepartmental communications. - Consistently meets or exceeds established goals and performance metrics and achieves overall performance goals of the organization. - Must be able to work in a fast-paced, often high-pressure environment, with proven ability to maintain composure in stressful situations and manage and diffuse angry or irate customers. - 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. Comcast is an Equal Employment Opportunity/Affirmative Action/Drug-Free workplace employer.