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Bilingual Customer Experience Representative
COMCAST Corporation
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Post Date: Apr 18, 2017
Job Type: Full time
Start Date: - n/a -
Salary: - n/a -
Location: New Mexico - Albuquerque
Job Reference: - n/a -
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Bilingual Customer Experience Representative – Repair (Overnight)

The Highlights:
Can you imagine yourself working in an exciting fast-paced environment with one of the world’s leading cable providers? Do you have what it takes to provide high level customer service? How would you like a job with benefits including free XFINITY service at your own home* (more details below)? If this sounds appealing, the Bilingual Overnight Repair position at Comcast’s Spanish Language National Call Center of Excellence in Albuquerque, NM may be the next step in your career!

The Bilingual Overnight Repair position facilitates interactions, establishes rapport and promotes relationships with customers in accordance with Comcast’s service delivery strategy. This position is responsible for upholding Comcast’s commitment to the customer experience through our Credo, Voice of the Customer (VOC) surveys, and the Comcast Customer Guarantee.

This position answers incoming calls regarding technical questions and problem resolution related to Comcast products as well as customer equipment. In addition, the Bilingual Overnight Repair agent handles billing overflow calls, works to minimize and/or reduce truck rolls, and offers Comcast products and services to meet customer needs. This position is required to exercise sound judgment within the scope of their empowerment and acts in the best interest of both the customer and company.

Position Qualifications:
- Must be fully bilingual/fluent in English and Spanish (speaking, reading, and writing).
- Must be flexible and willing to work an overnight schedule (e.g. 10pm-7am shifts).
- Must be able to work evenings, weekends, and variable schedule(s) as necessary.
- Previous customer-facing or frontline experience within the telecommunications or wireless industry preferred.

Core Responsibilities:
-Demonstrates functional skill to troubleshoot and resolve technical problems and other general account inquiries 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.
-Follow established troubleshooting procedures, including use of appropriate resources and desktop tools. When necessary, produce work order according to established business rules.
-Demonstrated ability to establish and maintain effective relationships with customers. Effectively gains the customer’s cooperation to work through the troubleshooting process, ensuring customer problem resolution.
-Corrects discrepancies on customers’ accounts, and researches service disruptions as necessary. When appropriate, follow established escalation procedures to expedite prompt resolution.
- Begins to act as a product consultant, articulating product features and benefits and making recommendations based on customer needs/interests; identifying buying signals and asking for the sale, reselling current value or right-size, delivering a quality customer experience.
- Demonstrates functional skill in communicating and explaining basic account information to the customer with focus on first-call resolution.
- Ability to multitask between multiple tools and systems (knowledge base, team meetings, supervisor) and apply information and knowledge to customer situations.
- Demonstrates 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).
-Educates and promotes self-service options.
- Fundamental understanding of competitive environment and begins to position Comcast’s product positively to our customers.
- Must be able to work in a fast-paced, structured, dynamic and high- transaction environment, with the ability to maintain composure in stressful situations and manage and diffuse angry or upset customers.
- Demonstrates ability to achieve established goals and performance metrics.
- Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary.
- Attends training as required.
- Works independently, but seeks Supervisor support when necessary and supports other lines of business as volumes dictate.
-Other duties and responsibilities as assigned.
- Interacts with customers via telephone, e-mail, or face-to-face to assist with a variety of customer inquiries and issues. Must be able to wear telephone headset and manipulate objects such as pen, keyboard, and mouse.

Employee Benefits & Perks
In return for outstanding performance, Comcast employees receive competitive compensation and the following:

- Medical/dental/vision/disability/life benefits
- Tuition/educational reimbursement
- 401(k) with generous company match
- Paid time off (company holidays, vacation, flex time and floating holidays)
- Free premium cable and high-speed internet services and deeply discounted phone and home security services (*available to employees who live in a Comcast service area).

Job Specification:
- Must be fully bilingual/fluent in English and Spanish reading, writing, and speaking.
- Must be flexible and willing to work an overnight schedule (e.g. 10pm-7am shifts).
- High School Diploma or Equivalent.
- Generally requires 0-2 years of related experience.

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