Retention Customer Account Executive (Albuquerque, New Mexico)

Comcast West Division

Responsible for saving customers from disconnecting/downgrading services. This individual will reenergize the customer experience and relationship by reselling the benefits and value of Comcast's products and services. The CAE must also positively position Comcast products against competitive program offerings. CAE relates well to the customer, thinks and excercises sound judgment, and acts responsibly in the customer's and the company's interest.
Punctual, regular, and consistent attendance.

Required Skills:
Two years customer service experience in a high-contact, service-related environment. Knowledge of retention principles.
Demonstrated ability to establish and maintain effective relationships with customers.
Excellent oral and written communication skills, with demonstrated ability to articulate relevant information and directions in an organized and concise manner.
Strong interpersonal skills, with ability to work effectively within groups and teams.
Proven ability to maintain composure in stressful situations and manage and diffuse angry or irate customers.
Basic listening skills, with demonstrated ability to obtain key information to assess custoemr needs and resolve service problems.
Proven mathematical ability to calculate basic transactions.
Proficiency in MS Word and Excel along with basic billing knowledge of DST/COMTRAC disired.
Demonstrated computer skills, which includes strong knowledge of Windows.
Ability to work shifts, evenings, weekends and holidays.
PERTAINS TO INTERNALS ONLY:
High School Diploma or equivalent
Minimum of 6 months in current position

Minimum of an 2.5 rating on last year-end review

No corrective action past a verbal within last 6 months (includes behavioral, performance, and attendance)