Gratis Advanced Account Representative - Livermore, CA

West Division

DUTIES AND RESPONSIBILITIES
-Actively manage accounts for VIP's, employees, schools, government, etc. in compliance with identified guidelines.
-Handle gratis customer phone calls, providing information on service problems, products and features, and facilitating the recovery process associated with service visits to the home.
-Answers gratis customer questions regarding billing, service problems. products and features.
-Respond to telephone inquiries from interdependent organizations (Dispatch, Resource Management and Business Operations, etc.).
-Is aware of service levels required to achieve maximum operational efficiencies. Able and willing to assist with customer support as business volumes require
-Meets commitments to return calls to customers and resolve customer concerns in a polite, efficient and sincere manner.
- Facilitate positive employee relations by fostering an environment of open communication, approachability and fair and consistent treatment of employees. Foster a climate of mutual respect that values the contributions of individual team members and maximizes the diverse talent of each employee. In addition, maintains a good working relationship with peers within and outside of the department.


Required Skills:
-High school diploma or the general equivalency degree.
-MUST have 2 - 3 years progressively responsible call center customer service experience.
-1 - 2 years experience with key call center software packages and peripherals, call center information technologies and databases.
-Advanced knowledge of Comcast products and services.
-Ability to work overtime as needed.
-Regular, consistent and punctual attendance.

PREFERRED QUALIFICATIONS (meets all minimum qualifications plus the following)
-Earned four-year degree in Business or a related field.
-Two years prior cable and CHSI customer service experience