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Customer Account Executive - Inbound Sales
Comcast
North Charleston, SC, United States
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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 and sell/upsell products? How would you like a job with benefits including free XFINITY service at your own home* (more details below)? If this sounds appealing, the Customer Account Executive – Sales position at Comcast’s XFINITY Home Call Center of Excellence in Charleston, SC may be the next step in your career!
The Customer Account Executive – Sales (CAE) position is responsible for promoting and selling Comcast XFINITY Home products and services that are both current and emerging in an inbound call center environment. The CAE relates well to the customer and will approach sales as a way of helping our customers receive the best value for their money. The CAE must be sales and service-oriented and able to communicate effectively with a professional and positive demeanor. This person thinks and exercises sound judgment and acts responsibly in the customer’s and the company’s interest.
Position Qualifications
• Must be able to work evenings, weekends, variable schedule(s) and overtime as necessary.
• Must be able to work in a fast-paced, often high-pressure environment, with proven ability to maintain composure in stressful situations and manage and diffuse angry or upset customers.
• Previous customer-facing or frontline sales experience within a call center environment and/or in the telecommunications or wireless industry a plus!
Core Responsibilities
• Recognizes, conveys, promotes, and sells products and service value, articulates our competitive advantage and converts inquiries to into customers in order to meet aggressive sales goals and performance goals of the organization.
• Aligns product and feature benefits, and pricing, to the needs of the customer and demonstrates closing techniques consistently, repeatedly, and in a timely manner.
• Resolves customer complaints/concerns through active listening, empathy, and professionalism and demonstrates proficiency in technical troubleshooting of all product lines, with the ability to articulate relevant information and directions in an organized and concise manner.
• Saves and retains Comcast customers by identifying reasons for request to disconnect and overcoming concerns in an effort to retain customers.
• Stays up-to-date with current and emerging communications, digital home and entertainment technologies for both the Company and its competition and positions Comcast products positively.
• Demonstrates functional skill in communicating and explaining basic account information to the customer including their billing statement, products and services, with focus on first-call resolution, retaining revenue, and building value.
• 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).
• Ability to follow established procedures for processing new installs, transfers, changes of service, and disconnects.
• Maintains excellent oral and written communication skills, with demonstrated ability to articulate relevant information and directions in an organized and concise manner.
• Demonstrates the ability to establish and maintain effective relationships with customers delivering the Comcast Quality Experience (CQE). Acts as an Ambassador for Comcast by building rapport with the customer, supporting, reassuring, and educating the customer throughout the call.
• Supports other lines of business as call volume dictates. Interacts and communicates collaboratively within the sales group and other groups, as appropriate, to provide a quality customer experience.
• Elicits and records customer information and inquiries, following prompts from a computerized system. Must be able to wear telephone headset and manipulate objects such as pen, keyboard, and mouse.
• Other duties and responsibilities as assigned.
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
• High School Diploma or Equivalent.
• Generally requires 0-2 years of related experience.
Comcast is an EOE/Veterans/Disabled/LGBT employer