Comcast COMMERCIAL CUSTOMER SERVICE (RETENTION) - Horsham, PA in Horsham, Pennsylvania

Comcast brings together the best in media and technology. We drive innovation to create the world's 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:

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.

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


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


- 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

Comcast is an EOE/Veterans/Disabled/LGBT employer