Job Posting Title
Service Center Representative (Floater Position) Foxboro, MA
Start Date
10/07/2009
Reference Code
b5c0cb4a-c68b-843a-e100-000018282f21
Job Title
Service Center Representative - Floater Foxboro, MA
Division/Entity
North Central Division - Greater Boston Region
Department
Business Operations
Tasks
Title: Service Center Representative - Floater Position - Foxboro, MA
Schedule: MWTHF 8:00am to 5:00pm and Sat 8:30am to 12:00 noon.
Job Responsibilities:
This is a floater position.
Able to attend early morning team meetings when applicable. Ability to establish rapport with current and potential customers, ask pertinent questions and interpret information in order to identify customer need. Must be comfortable in educating and demonstrating current and potential customers on specific product, service and rate information in order to guide customer into appropriate services to suit their viewing needs and enable them to make purchasing decision. Explain customer billing when needed in order to give customers a clear understanding of charges, billing cycles, prorates, etc.
Able to achieve or exceed individual sales goals in order to meet department and company objectives and contribute to overall customer satisfaction. Must have initiative to seek and participate in ongoing training as needed to increase skill level and productivity. Successfully sell alternatives to downgrades and disconnects in order to retain customer at a service level that benefits the customer and the company. Work cooperatively with the company sales culture and ensure system sales goals are met or exceeded.
Enter account information into billing system with a high degree of accuracy to execute customer order, schedule service installation and record account comments on a daily basis in order to maintain accurate records of transaction and capture important customer data for measurement. Maintain a general, cross-functional knowledge of the other areas to handle overflow and contribute to departmental team goals. Assist fellow team members to accomplish related tasks as needed in order to contribute to the team effort. Balance and reconcile cash and credit card batches daily in order to maintain cash control accuracy.
Must be punctual, regular, and consistent in attendance.
Perform other duties as requested by department leaders in order to assist Service Center team in smooth operation of the department and attainment of department goals.
Requirements
Minimum Requirements:
Work hours may require flexibility to provide necessary team coverage when applicable. May include early morning shifts, some overtime and will include Saturday. Must have reliable transportation. Knowledge of all functions and related tasks in the area of customer service preferred along with being a proficient user of Microsoft Office.
Strong professional, communication and organization skills necessary. Ability to multi-task and to communicate both orally and in writing. Ability to work independently but also strong team orientation. Superior analytical problem solving skills and the ability to suggest and implement practical solutions. Demonstrated courtesy and patience in customer relations. Able to work well under pressure and remain calm and professional through stressful or ambiguous situations in order to objectively interpret information. Able to adapt communication styles and interact well with a diverse group of employees and customers in order to complete tasks.
Have some working knowledge of ASCR, CHSI, CDP and CDV billing systems. Service Center Representatives are expected to educate customer, demonstrate services offered and sell all current Comcast products. Candidate must be able to do same.
Must be able to stand, sit, reach, bend for long periods of time and lift a minimum of 20lbs.
Schedule is subject to change depending on which office.
High School Diploma or equivalent
2-3 years customer service experience
Massachusetts Drivers License Required
Employment Type
Regular
Working Time
Full-time
Branch
MAF13 - Foxboro
City
Foxboro