[Remote] Customer Experience Representative, Retention Services

Note: The job is a remote job and is open to candidates in USA. Comcast is a Fortune 50 leader in media and technology, driving innovation to create top-notch entertainment and online experiences. The Customer Experience Representative is responsible for ensuring customer satisfaction, retaining customers, and promoting Xfinity products through effective communication and relationship-building skills.

Responsibilities

• Retains customers through a discovery process to determine the current level of satisfaction and to identify reasons for request to cancel where applicable
• Effectively works to build a consultative relationship with the customer to create understanding and resolve all issues
• Sets clear expectations by providing accurate information and transparent communication
• Takes a consultative approach to finding custom solutions to customers’ needs. Resolves customer complaints/concerns through active listening, empathy, professionalism, and problem solving
• Illustrates competencies of a technology enthusiast. Uses multiple tools and systems with ease (billing systems, knowledge base, technical tools, etc.) to apply information to any customer interaction
• Improves customer satisfaction and maximize sales and retention opportunities using up-to-date knowledge of competitive environment, products, and services
• Based on the customers wants and needs, acts as a product ambassador, articulating appropriate product solutions, features and benefits
• Demonstrate expertise in, and excitement for, all Xfinity products, processes and support tools
• Acts as a competitive expert to compare the benefits of Xfinity over the alternative solutions
• Multitasks between multiple tools and systems (knowledge base, team meetings, supervisor) and applies 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
• Must be able to work in a fast-paced, structured, dynamic and hightransaction environment, with the ability to maintain composure in stressful situations and manage and de-escalate interactions with angry or upset customers
• Demonstrates ability to achieve established goals and performance metrics
• Attends training as required
• Works independently and seeks Supervisor support when necessary
• Interacts with customers via telephone, e-mail, SMS 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
• 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

Skills

• High School Diploma / GED
• 0-2 Years of relevant work experience
• Customer-Focused
• Relationship Building
• Professional Etiquette
• Persuasion
• Accountability
• Adaptability
• Self Motivation
• Communication
• Resilience
• Professional Integrity

Benefits

• 5% quarterly bonus
• Potential to earn monthly uncapped commissions for meeting sales-related metrics
• Best-in-class Benefits

Company Overview

• Comcast is a media and technology company that provides broadband internet, mobile services, and entertainment platforms. It is a sub-organization of SkyShowtime. It was founded in 1963, and is headquartered in Philadelphia, Pennsylvania, USA, with a workforce of 10001+ employees. Its website is https://corporate.comcast.com.

Company H1B Sponsorship

• Comcast has a track record of offering H1B sponsorships, with 705 in 2025, 561 in 2024, 624 in 2023, 750 in 2022, 588 in 2021, 583 in 2020. Please note that this does not guarantee sponsorship for this specific role.

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