Rep 2, Credit & Collections - Commercial

Comcast brings together the best in media and technology. We drive innovation to create the world's best entertainment and online experiences. As a Fortune 50 leader, we set the pace in a variety of innovative and fascinating businesses and create career opportunities across a wide range of locations and disciplines. We are at the forefront of change and move at an amazing pace, thanks to our remarkable people, who bring cutting-edge products and services to life for millions of customers every day. If you share in our passion for teamwork, our vision to revolutionize industries and our goal to lead the future in media and technology, we want you to fast-forward your career at Comcast.Job SummaryResponsible for accurately and confidently handling customers’ inquiries while using negotiation skills to collect delinquent balance(s) and retain the customer on both inbound and outbound calls, while following federal and state collection guidelines and laws. Customers may include commercial, federal and local government, hospitality, and multiple dwelling units (MDUs). Facilitates interactions with customers in a way that is in accordance with the Company’s service delivery strategy. Establishes rapport and promotes effective relationships, upholding the Company’s commitment to the customer experience through our programs such as Net Promoter System (NPS), and the Customer Guarantee. Relates well to the customer and demonstrates a favorable image of the organization through effective use of soft skills (including active listening and problem-solving skills), professional communications, and internal/external customer interactions. Acts in the best interest of both the customer and company. Works with moderate supervision/guidance. Is accountable for individual results and impact on team. Must reside in one of the following: MA, NH, NY, CT, NJ, VT, PA, OH, VA, WV, MD, DE, DC, NC.Job DescriptionCore Responsibilities

Utilizes knowledge of contract terms and conditions in order to successfully collect on multi-dwelling units, hospitality accounts, and federal, state and local accounts. Review past due accounts and contact commercial customers to arrange an acceptable payment arrangement/program for accounts from which enough funds can be challenging to collect.

Follows applicable national credit and collection policies, as well as all Federal, State, and Local regulations.

Multitasks between multiple tools and systems, with high degree of efficiency and applies information and knowledge to bring resolution to the customers’ situations.

Explains billing cycles, processes, and prorates in a highly effective manner to ensure that customers understand their statements including accurately calculating and communicating fees, one-time charges, and/or recurring monthly fees.

Corrects contract discrepancies on customer accounts and billing statements and researches customer billing situations as necessary. which may require working cross functionally.

Processes secure customer payments, and/or creates payment arrangement in accordance with policy.

Researches accounts and notes in various systems in the attempt to locate additional information (telephone numbers, e-mail addresses), when unable to locate a customer.

Processes and schedule disconnects on delinquent accounts.

Utilizes established escalation procedures to expedite prompt resolution.

Consistently meets or exceed established goals and performance metrics.

Work in a fast-paced, structured, dynamic and high-transaction environment, with the ability to maintain composure in stressful situations and manage and diffuse angry or upset customers

Demonstrates a high degree of professionalism, integrity, and ethical behavior, including by maintaining the confidentiality of sensitive employee, customer, and/or business data.

Interacts with customers to assist with a variety of customer inquiries and issues. Must be able to wear telephone headset and manipulate objects such as pen, keyboard, and mouse.

Follows company policies and procedures as well as guidelines for Customer Proprietary Network Information (CPNI) and Personal Information (PI).

Acts as a product expert, articulating product features, such as Cable TV, Internet, Phone and SmartOffice.

Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary.

Other duties and responsibilities as assigned.

Employees at all levels are expected to:

Understand our Operating Principles; make them the guidelines for how you do your job.

Own the customer experience think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services.

Know your stuff be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences.

Win as a team make big things happen by working together and being open to new ideas.

Be an active part of the Net Promoter System a way of working that brings more employee and customer feedback into the company by joining huddles, making call backs and helping us elevate opportunities to do better for our customers.

Drive results and growth.

Respect and promote inclusion & diversity.

Do what's right for each other, our customers, investors and our communities.

Disclaimer:

This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications.

Comcast is proud to be an equal opportunity workplace. We will consider all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, genetic information, or any other basis protected by applicable law.EducationHigh School Diploma / GEDRelevant Work Experience2-5 Years