Customer Experience Representative, Change of Service

Job Summary

As a Customer Experience Representative, Change of Service at Comcast, you will provide end-to-end support for customers looking to modify their current services while focusing on generating new revenue or lines of business. Your role ensures a positive experience in line with Comcast's service delivery strategy. You will establish and build rapport as a product ambassador, promoting effective relationships and upholding our commitment to the customer experience through our Operating Principles, Net Promoter System, and quality behaviors.

You will be responsible for accurately and confidently handling various types of customer inquiries, such as illustrating the value of our products, engaging, and building a consultative relationship. This includes billing inquiries, technical problem solving, handling sales opportunities, proactively addressing all customer needs, and being a strong advocate for our customers. Actively putting the customer's needs and wants at the center of all interactions is key. You will create a personal connection and demonstrate a favorable image of the organization through effective use of soft skills, problem-solving abilities, professional communications, and internal/external customer interactions. Communication will be warm and friendly through both verbal and written means via various platforms: SMS, eChat, email, or phone to both internal and external customers. All required coursework must be completed, and you must progress to Level Two within 12 months of hire.

This role offers a base rate of $16.00/hourly (non-negotiable) plus a 5% quarterly bonus with potential to earn monthly uncapped commissions for meeting sales-related metrics. Sales commissions are uncapped. Career growth and progression plans are available. Hours of operation are 7 am-midnight (EST time) Monday-Saturday, with Sundays closed. Flexibility to work any assigned shift is required.

Core Responsibilities

• Sales & Customer Engagement: Consistently meet or exceed sales targets by responding to inbound inquiries, engaging new and existing customers through consultative techniques, identifying needs, overcoming objections, and recommending tailored solutions.
• Customer Support & Relationship Building: Deliver exceptional service by addressing inquiries, resolving issues, and converting support interactions into sales opportunities. Build positive, lasting relationships through transparent communication and accurate information.
• Product & Process Expertise: Educate customers on products and services using available tools and resources while adhering to established sales and operational processes to ensure consistency, compliance, and quality.
• Professionalism & Integrity: Maintain a respectful, friendly, and professional demeanor. Apply sound judgment within company policies and guidelines, including safeguarding Customer Proprietary Network Information (CPNI) and Personally Identifiable Information (PII).
• Communication & Interpersonal Skills: Demonstrate strong listening, verbal, and written communication skills, along with effective problem-solving and de-escalation techniques in high-pressure or challenging situations.
• Adaptability & Growth Mindset: Operate effectively in a fast-paced, dynamic, and virtual environment. Show resilience under pressure and proactively engage in continuous learning through training, coaching, and team meetings.
• Collaboration & Teamwork: Work closely with peers and cross-functional teams to achieve departmental goals and deliver a seamless customer experience.
• Technical Proficiency: Navigate multiple systems efficiently, process transactions accurately, and utilize standard office tools (keyboard, mouse, headset) to maintain productivity.
• Reliability & Flexibility: Maintain consistent and punctual attendance. Be available for nights, weekends, variable schedules, and overtime as needed, while demonstrating willingness to take on additional responsibilities.
• Coachability & Performance: Actively seek, receive, and apply feedback to improve performance. Achieve established goals and metrics while contributing to team success.
• Other Duties: Perform additional responsibilities as assigned to support business objectives.

Employees At All Levels Are Expected To

• 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 callbacks, 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.

Key Skills/Competency

• Customer-Focused
• Workplace Organization
• Professional Etiquette
• Accountability
• Adaptability
• Self Motivation
• Critical Thinking
• Problem Solving
• Communication
• Sales Acumen