About the job
Training Hours: 11am-8pm EST (10am-7pm CST), Monday - Friday. Work Hours: 2pm-11pm EST (1pm-10pm CST), Friday - Tuesday with Wednesday and Thursday off. As a Virtual Customer Service Repair Representative, you will engage with customers through inbound calls, assisting them with troubleshooting issues related to Xfinity products. Your role will involve following systematic troubleshooting processes and utilizing established tools to restore services and enhance customer satisfaction. In addition to resolving technical issues, you will also focus on sales by identifying customer needs and effectively promoting the value of Xfinity products. Meeting sales targets will be a significant measure of your performance. During peak periods, you may also assist with overflow calls from other service queues.
Key Responsibilities:
Deliver comprehensive customer support aligned with our service delivery strategy to foster a positive customer experience.
Build rapport and maintain effective relationships while adhering to our commitment to exceptional customer service.
Handle a variety of customer inquiries with confidence and accuracy, developing a consultative relationship.
Address technical questions and resolve problems related to our products and customer equipment.
Prioritize customer needs in every interaction, ensuring their satisfaction.
Establish a personal connection with customers, showcasing the organization’s positive image through effective communication and problem-solving skills.
Demonstrate the ability to troubleshoot and address technical issues through verbal and written communication, maximizing the customer experience.
Adhere to established troubleshooting protocols and utilize appropriate desktop tools for effective service delivery.
Foster consultative relationships with customers to clarify understanding, set expectations, and resolve issues.
