Commercial Customer Service (retention)

About the role

Responsible for supporting Comcast Business Services in their efforts to retain our existing customer base through working with existing customers who have either requested 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, helping them resolve outstanding issues, and renegotiates the terms of their agreement as a critical part of successful performance. May also support proactive 'value our customer' campaigns such as customer satisfaction surveys, contract renewals, or other initiatives. Has developed specialized knowledge/skills in own area. May act as a resource for colleagues with less experience. Core Responsibilities: - Works to retain existing customer base by using active listening, empathy, and assuming ownership of customer issues through resolution to prevent voluntary disconnects caused by issues such as move requests/transfer service, price/value concerns, technical issues, and change of ownership. - Effectively 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 customers' budget needs and business applications needs and expands their product mix with Comcast. - Supports Comcast Business Services in their efforts to prevent non-pay disconnects by contacting delinquent customers to assist in resolving their billing issues, assuring payment and continuity of services. - 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 our customer relationships where appropriate. Presents products/services in a courteous and sincere manner and adding solutions required. - Meets or exceeds budgeted retention goals for all product lines. - Communicates competitive offers to customers. - Demonstrates proficiency in explaining technical issues of all product lines. - Shares successes and new ideas with team members in order to achieve both individual and team goals. - 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. Job Specification: - High School or Equivalent - - - Generally requires 5-7 years related experience All your information will be kept confidential according to EEO guidelines.

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