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Billing Representative


  • Comcast
  • 01/13/19
  • Tinley Park, IL
  • 60487
  • Full-Time
Comcast brings together the best in media and technology. We drive innovation to create the worlds best entertainment and online experiences. As a Fortune 50 leader, we set the pace in a variety of innovative and fascinating businesses and create career opportunities across a wide range of locations and disciplines. We are at the forefront of change and move at an amazing pace, thanks to our remarkable people, who bring cutting-edge products and services to life for millions of customers every day. If you share in our passion for teamwork, our vision to revolutionize industries and our goal to lead the future in media and technology, we want you to fast-forward your career at Comcast.

Job Summary:
Facilitates interactions with customers in a way that is in accordance with the Company's service delivery strategy. Establishes rapport and promotes effective relationships, upholding Comcasts commitment to the customer experience through our Credo, Voice of the Customer (VOC) surveys, and the Comcast Customer Guarantee.

Responsible for accurately and confidently handling customer inquiries. Promotes Comcast products and services and makes recommendations that meet customer needs. Relates well to the customer, demonstrates favorable image of the Organization through effective use of soft skills (including active listening and problem solving skills), professional communications and internal/external customer interactions. Exercises sound judgment within the scope of their empowerment, and acts in the best interest of both the customer and company.

Employees at all levels are expect 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
- Respect and promote inclusion and diversity
- Do what's right for each other, our customers, investors and our communities

Core Responsibilities:
- Demonstrates functional skill in communicating and explaining basic account information to the customer with focus on first-call resolution. Must be able to accurately calculate and communicate taxes, fees, one-time charges, and/or recurring monthly fees. Explains billing cycles, processes, and prorates effectively to ensure that customers understand their statements. Corrects discrepancies on customers billing statements, and researches customer billing situations as necessary. When appropriate, follow established escalation procedures to expedite prompt 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).
- Prepares work orders, processes payment information, and attempts to collect delinquent account balances.
- 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.
-Educates and promotes self service options.
- Fundamental understanding of competitive environment and begins to position Comcasts products 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, and seeks Supervisor support when necessary.
- 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.
- Other duties and responsibilities as assigned.

Job Specification:
- High School or Equivalent
- Generally requires 0-2 years related experience

Comcast is an EOE/Veterans/Disabled/LGBT employer

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