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Virtual - Comcast Business Sales - Loyalty
Customer Retention Specialist
Comcast Business offers a suite of Connectivity, Communications, Networking, Cybersecurity, Wireless, and Managed Solutions to help global organizations of all sizes prepare for what's next. Powered by the nation's largest Gig-speed broadband network and backed by 24/7 customer support, Comcast Business is the nation's largest technology provider to small businesses and one of the leading service providers to the Enterprise market.
Job Summary
Responsible for supporting Comcast Business Services in their efforts to retain our existing customer base through working with existing customers that are either requesting disconnect of service or who have been identified as being part of a customer subset with high propensity to request disconnect of service. Empathizes with clients, helps them resolve outstanding issues and renegotiates the terms of their agreement. Supports "value our customer" campaigns such as customer satisfaction surveys, contract renewals, or other initiatives. Works with moderate guidance in own area of knowledge.
Job Description
Core Responsibilities
- Delivers monthly performance results in Product sales, Revenue and customer retainment
- Uses active listening, empathy and assumes ownership of customer issues through to resolution.
- Communicates a professional sense of urgency, with various departments, in an effort to rectify customer issues.
- Minimizes churn by strategically offering product bundles and price points that meet the needs of the customers' budget and business applications and expands their product mix with Comcast.
- Utilizes established conversation frameworks, business discovery techniques, and customer engagement strategies to deliver consistent and positive customer experience.
- Adheres to established sales, loyalty, and operational guidelines to effectively identify customer needs, recommend appropriate solutions, and achieve performance objectives.
- Proactively encourages retention by contacting clients at various high propensity churn points in their life cycle (i.e. 3-6 months prior to contract expiration, after successive service calls etc.) to assure customer satisfaction and to re-contract and extend customer relationships where appropriate.
- Meets or exceeds budgeted retention goals for all product lines.
- Demonstrates strong problem solving and communications skills.
- 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.
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 call backs 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.
Preferred Experience
- Billing Tools
- Inbound/Outbound Call Center
- MS Suite
- MS Teams Proficiency
- MS Outlook Proficiency
Skills
Adaptability, Communication, Critical Thinking Problem Solving, Customer-Focused, Persuasion, Professional Integrity, Resilience, Technical Knowledge, Workplace Organization
Compensation
Base Pay: $17.75Total Target Compensation (Base Pay plus Targeted Commission): $27.36Our sales compensation programs offer the potential for significant upside above targeted earnings for those who overachieve their sales targets.
Base pay is one part of the Total Rewards that Comcast provides to compensate and recognize employees for their work. Most sales positions are eligible for a Commission under the terms of an applicable plan, while most non-sales positions are eligible for a Bonus. Additionally, Comcast provides best-in-class Benefits to eligible employees.
The application window is 30 days from the date job is posted, unless the number of applicants requires it to close sooner or later.
Education
High School Diploma / GED
Certifications (if applicable)
Relevant Work Experience
2-5 YearsComcast is an equal opportunity workplace. We will consider all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, genetic information, or any other basis protected by applicable law.
