Front Lobby Payment Center Representative 1 (Savannah, Georgia)

Southern 546 Savannah

POSITION SUMMARY:
Under general supervision, this position assists and influences customers in resolving cable and Internet product, service, and billing problems either face to face or over the telephone. Please note that work schedule is 9:00 a.m. to 6:30 p.m. Monday to Friday and rotating 8:30 a.m. to 1:30 p.m. Saturdays.

MAJOR DUTIES (May perform any or all of the following duties):
• Take payments, issue, retrieve, or exchange equipment, and resolve billing concerns in order to satisfy customer needs
• Communicate with customers in order to respond to billing questions; resolve service concerns; provide rate and programming information; initiate upgrade of current service; or sell new services on the phone and/or face to face multiple times daily
• Troubleshoot minor technical difficulties and equipment problems with customers over the telephone and/or face to face in order to reduce service calls and improve customer satisfaction
• Enter account information into billing system in order to accurately execute customer orders, schedule installs and trouble calls, and document customer accounts on a daily basis
• Reconcile cash to receipts in order to balance cash drawer daily or as needed
• Research status of installation and service calls in order to resolve customer complaints; research misapplied payments, mail requests, billing and service adjustments
• Explain customer billing in detail to give customers a clear understanding of charges
• Place outbound customer calls to inform them about non-payment of bills in order to reduce the number of non-pay disconnects performed
• Cross train in telephone and cashier tasks in order to effectively perform duties as necessary
• Punctual, regular, and consistent attendance
• Ability to work mandatory overtime
• Perform other duties as assigned


Required Skills:
MINIMUM QUALIFICATIONS:
EDUCATION:
• High school diploma or the recognized equivalent in work experience and self-study.

Comcast is an Equal Opportunity Employer.

EXPERIENCE:
• Minimum of 1 year customer service experience with exposure to PCs and other office equipment
• Cashiering experience preferred
• Active listening skills to properly define service needs
• Excellent oral and written communication skills
• Knowledge of customer service and sales techniques relative to cable products and services
• Use of CRT to enter alphanumeric data in an accurate and timely manner
• Remain composed and professional when working under pressure
• Ability to work overtime, holidays, and weekends, with limited notice, as needed