Customer Account Executive - Service, Newark DE August 2008

Comcast Corporation is the nation's leading provider of cable, entertainment and communications products and services, with 24.1 million cable customers, 12.4 million high-speed Internet customers and 3.5 million voice customers. Headquartered in Philadelphia, Pennsylvania, Comcast is principally involved in the development, management and operation of broadband cable networks and in the delivery of programming content.

Comcast's Philadelphia Metro Region provides service to over 1.1 million customers including the Pennsylvania counties of Bucks, Chester, Delaware, Montgomery and Philadelphia and New Castle County in Delaware. The region is home to over 3,500 talented employees.


POSITION SUMMARY:
Interact with customers to handle billing, service, and sales aspects of the business in such a way that the CAE relates well to the customer, uses and exercises sound judgment,and acts responsibly in the customers' and the company's interest.

DUTIES AND RESPONSIBILITIES:
-Demonstrate active listening skills to ensure mutual understanding of customers' concerns/comments
-Build professional rapport with the customer by listening, understanding, and being clear and articulate in verbal and written communications
-Effectively communicate information, minimizing the need for future contacts. Interpret, translate, explain, and provide applicable, accurate, and appropriate information with respect to products and services, equipment, policy and procedure, account status, marketing promotions and campaigns, serviceability, and service problems
-Represent Comcast in a positive, professional, and ethical manner, while working to exceed customers' expectations and minimizing possibility of further escalation
-Take ownership and accountability that serves to help and facilitate successful outcomes per customer requests, up to and including responsible escalation
-Promote and recommend Comcast products and services based on a logical relationship to the customers' needs and interests and in accordance with business goals
-Be accurate with order processing to ensure minimum errors or consequential issues in fulfilling orders
-Demonstrate a strong ability to analyze and solve problems regarding billing, service, or sales issues
-Be proactive, and inform customer and manager of issues as appropriate
-Process customer billing transactions for cash, credit, debit, or personal check payments
-Exchange or receive Comcast equipment from customers

Required Skills:
MINIMUM QUALIFICATIONS:
-One to two years of customer service experience in a high-contact, service-related environment preferred
-Working knowledge of how to navigate in a Windows environment
-Proven mathematical ability to calculate basic transactions
-Flexible to work shifts, evenings, weekends, holidays, and overtime as required
-Excellent oral and written communication skills with demonstrated ability to articulate relevant information and directions in an organized and concise manner
-Strong interpersonal skills
-Demonstrated ability to establish and maintain effective relationships with customers.
-Ability to maintain composure in stressful situations
-Basic listening skills with demonstrated ability to obtain key information to assess customer needs and resolve service problems
-Ability to lift and carry ten pounds
-Ability to stand or sit for extended periods of time

EDUCATION:
High school diploma or equivalent required