Customer Account Executive (Service) (Denver, CO) 68176404 Job in Denver, Colorado US
Customer Account Executive (Service) (Denver, CO) 68176404
Customer Account Executive (Service) (Denver, CO) 68176404 Denver, CO Customer Service Comcast Cable West Division Tasks: - Elicits and records customer information and inquiries, following prompts from a computerized system. Demonstrates proficient skill in troubleshooting line of question with focus on first-call resolution. Must be able to wear telephone headset and manipulate objects such as pen, keyboard, and mouse. - Demonstrates increased proficiency with customer interactions. 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. Demonstrates technical expertise of products and troubleshooting. - 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. - 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. - Reviews, understands, and performs basic service functions with proficiency within the billing platform. - Demonstrates consistent ability to meet higher performance expectations (increased KPI/MPS). - 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. - Promotes and recommends Comcast products and services based on a logical relationship to the customers needs and interests Comcast is an Equal Employment Opportunity/Affirmative Action/Drug-Free workplace employer.