Xfinity Mobile Support Specialist - Virtual - Spokane, WA

Job Description

Summary:
Responsible for working closely with customers in all markets nationwide to understand root cause for provisioning, billing, sales, account management and repair related tickets and calls. Communicates and/or implements process requirements to reduce overall trouble rates. Uses multiple systems and applications to ensure customer service orders and tickets are completed accurately and on-time while creating a great customer experience within the Xfinity Mobile call center environment. Establishes rapport and promotes effective relationships, upholding Xfinity Mobiles commitment to the customer experience through NPS, Voice of the Customer (VOC) surveys, FCR and using established procedures to resolve all customer issues.

Core Responsibilities:

** Due to current circumstances regarding COVID-19, this position will be virtual for candidates in the Spokane, WA / North Idaho area (subject to change in the future based on business needs).**

• Utilizing your unique talents, passion for technology, and excellent customer service skills, you’ll be creating the ultimate best in class experience and turn our customers into loyal Xfinity Mobile fans.
• Answering customer calls and actively listening to identify their issues
• Building customer relationships, earning their loyalty and trust
• Troubleshooting problems and resolving customer issues from device, to billing, to service concerns.
• Generating excitement for new solutions and products that can enhance their experience
• Being an Xfinity Mobile ambassador and promoting the products and services.
• Utilizing your unique talents, passion for technology, and excellent customer service skills, you'll be creating the ultimate in-store experience and turn our customers into loyal Xfinity Mobile fans.
• Communicates clearly and concisely with customers, both internal and external, all while demonstrating the value of XM.
• Leverages skills and abilities to best support the customer as well as identify opportunities to drive growth and offer proactive solutions.
• Being solution oriented and proactive, providing first call resolution eliminating repeat calls and reducing unnecessary transfers.
• Selling the value of Xfinity Mobile by using strong communication and negotiation skills to improve the customer experience and increase company revenue.
• Maintaining an in-depth level of knowledge regarding product, network capabilities, and position them as strategic solution.
• Applying technical knowledge to resolve customer issues and provide assistance on evolving technologies through effective troubleshooting.
• Assisting with escalations.
• Able to receive feedback, apply coaching and key learning to improve job performance.
• Applies corrective action processes to accurately resolve customer order issues, ensuring customers' service commitments are met across the national footprint.
• Isolates and resolves problems by correlating information from network equipment, etc.
• Notifies appropriate individuals and organizations of network outages and restoration events by opening system trouble tickets, as necessary, with the fix agencies.
• Uses multiple software systems/applications and institutional knowledge to investigate, triage, and troubleshoot complex repair, activation, security, control or 911 addressing related issues across the national footprint.
• Works closely with third parties and business partners to understand root cause and make recommendations on process and Interactive Troubleshooting Guide (ITG) enhancements in order to improve first call resolution.
• Records and/or maintains information notes within the necessary systems when manual intervention is required to resolve order discrepancy(s).
• Opens tickets and records/maintains necessary documentation to track ticket through resolution.
• 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

Education Level

• High School or Equivalent
• Generally requires 0-2 year’s related experience