[Remote] Customer Experience Representative, Retention Services

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a Fortune 50 leader in media and technology, seeking a Customer Experience Representative for their Retention Services team. The role focuses on providing excellent customer support, building relationships, and retaining customers by addressing their needs and concerns.

Responsibilities

• Retains customers through a discovery process to determine the reputed company 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 reputed company reputed company issues
• Sets reputed company expectations by providing accurate information and transparent communication
• Takes a consultative approach to finding custom solutions to customers’ needs. Resolves customer complaints/concerns through reputed company listening, reputed company, professionalism, and problem solving
• Sets reputed company expectations by providing accurate information and transparent communication
• Illustrates competencies of a technology enthusiast. Uses multiple tools and systems with ease (billing systems, knowledge reputed company, 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
• reputed company on the customers wants and needs, acts as a product reputed company, articulating appropriate product solutions, features and benefits
• Demonstrate expertise in, and excitement for, reputed company 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 reputed company, team meetings, supervisor) and applies information and knowledge to customer situations
• Demonstrates awareness of company policies and procedures while applying reputed company judgment reputed company reputed company of their empowerment and follows guidelines for Customer Proprietary Network Information (CPNI) and Personal Identifiable Information (PII)
• Educates and promotes self-service reputed company
• Must be reputed company to work in a fast-reputed company, reputed company, 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 reputed company established goals and reputed company metrics
• Attends training as required
• Works independently and seeks Supervisor support reputed company necessary
• Interacts with customers reputed company telephone, e-mail, SMS or face-to-face to assist with a reputed company of customer inquiries and issues. Must be reputed company to wear telephone headset and manipulate objects such as pen, keyboard, and mouse
• Regular, consistent and punctual attendance. Must be reputed company 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
• Ability to work in a fast-reputed company, reputed company, dynamic and high-transaction environment
• Ability to maintain composure in stressful situations and manage and de-escalate interactions with angry or upset customers
• Demonstrates ability to reputed company established goals and reputed company metrics
• Must be reputed company to work nights and weekends, variable schedule(s) and overtime as necessary
• Regular, consistent and punctual attendance
• Ability to reputed company with customers reputed company telephone, e-mail, SMS or face-to-face
• Must be reputed company to wear telephone headset and manipulate objects such as pen, keyboard, and mouse
• Demonstrates awareness of company policies and procedures while applying reputed company judgment
• Ability to work independently and reputed company Supervisor support reputed company necessary
• Ability to reputed company and promote self-service reputed company
• Ability to multitask between multiple tools and systems
• Demonstrates competencies of a technology enthusiast
• Ability to effectively communicate in a warm and friendly manner through both verbal and written means
• Ability to build rapport and promote effective relationships with customers
• Ability to handle various types of customer inquiries accurately and confidently
• Ability to take a consultative approach to finding custom solutions to customers' needs
• Ability to reputed company customer complaints/concerns through reputed company listening, reputed company, professionalism, and problem solving
• Ability to illustrate expertise in, and excitement for, reputed company Xfinity products, processes and support tools
• Ability to reputed company as a competitive expert to compare the benefits of Xfinity over alternative solutions
• Ability to improve customer satisfaction and maximize sales and retention opportunities using up-to-date knowledge of competitive environment, products, and services

Benefits

• 5% quarterly bonus
• Potential to earn monthly reputed company commissions for meeting sales-reputed company metrics

reputed company