Comcast - Call Center Representative (Repair Agent)

readySC™

In Cooperation With

Trident Technical College

is assisting with the recruitment and training for

Potential employment opportunities exist for:

Call Center Representative (Repair Agent)

Baseline Requirements: 

• Tech savvy - able to perform computer navigation
• Active listening/speaking skills
• Communication - ability to share ideas effectively
• Professionalism
• Attention to Detail
• Effective time management - efficient and effective utilization of resources
• Comprehension - ability to read and interpret written information
• Strong interpersonal skills
• Basic mathematic skills (addition, subtraction, multiplication and division)

Core Competencies:

• Adaptability/Flexibility - understands and aligns to the demands of a changing, fast-paced work environment
• Hospitality - genuine desire to be helpful and courteous to customers
• Patient & Empathetic - ability to diffuse customer issues and have the tenacity to see a problem through to resolution
• Reliability - takes personal responsibility, ownership and commitment to customers and work
• Sales Ability – promoting the value of our products and services while overcoming objections
• Stress Tolerance – maintains emotional resilience under pressure
• Innovative - Generates new ideas, resourceful and persistent
• Customer Focus - a customer advocate that sets high standards for customer service, is attentive to customer needs/wants and provides appropriate resolution
• Team Effectiveness - works and interacts to accomplish group goals
• Relationship Builder - establishes meaningful connections with customers and peers
• Problem Solving/Resolution - innovative in identifying root cause and creative in leveraging resources to resolve issues

Required Skill Set / Work Experience:

Customer Service

• Minimum requirement of 6 months prior customer service experience
• Both customer facing and non-customer facing is suitable
• Prior customer service experience is not defined by an “office setting”

Sales Experience

Preferred / a plus: Prior sales experience helpful. Sales types: inside or outside – AND/OR – negotiation ability – AND/OR – cold calling – AND/OR – suggestive selling/upselling

Required: Sales ability & aptitude is required (sales component = 30% of employee’s scorecard)

Such will be measured via observation throughout the formal interview process via discussion through conversation and interaction versus desired responses to interview questions

Other

• Prior experience in Hospitality or Retail Sales setting translates well
• Community college and high school graduates to be targeted in talent pool – career path/goals should be discussed by Talent Acquisition during screen process

Position Responsibilities: 

• Follows the required interactive troubleshooting guide consistently to resolve the customer’s service issue on the first call
• Demonstrates ability to establish and maintain effective relationships with customers
• Effectively gains the customer’s cooperation to work through the troubleshooting process
• Researches and identifies trends in service/equipment problems and documents process used to correct issues
• Proactively learns new technology related to Comcast products
• Prepares work orders when required and ensures appropriate procedures are followed
• Promotes and sells services then enters and confirms sales
• Promotes Comcast products and services and makes recommendations that meet customer needs
• Maintains composure in stressful situations and manages or diffuses angry/upset customers
• Exercises sound judgment within the scope of empowerment and acts in the best interest of both the customer and company
• Relates well to the customer; demonstrates a favorable image of the organization through effective use of soft skills (including active listening and problem solving skills), professional communications and intern/external customer interactions
• Works independently and seeks supervisor support when necessary
• Interacts with customers via telephone or email to assist with a variety of inquiries and issues
• Maintains fundamental understanding of competitive environment and positions Comcast products positively to our customers

IMPORTANT DISCLAIMER NOTICE

The job duties, elements, responsibilities, skills, functions, experience, educational factors, and the requirements and conditions listed in this job description are representative only and are not exhaustive of the tasks that an employee may be required to perform.  The Company reserves the right to revise this job description at any time and to require employees to perform other tasks as circumstances or conditions of its business, competitive considerations, or the work environment change.

Training will be at no charge to trainees. Successful completion of the training program carries no obligation to accept any offer of employment, nor is an offer guaranteed.

An Equal Opportunity Employer