Accounts Support

Blueface is a Comcast Business technology company specializing in unified communications as a service to carriers and businesses of any size, anywhere in the world. Based in Dublin, Ireland, Blueface began in 2004 with a mission to change how businesses communicate globally. Comcast Corporation is a global media and technology company with three primary businesses: Comcast Cable, NBCUniversal, and Sky. Blueface has a global reach with headquarters in Dublin, Ireland and Philadelphia, USA; with additional offices in New York, Rome, and Madrid. As a member of Comcast Business, Blueface’s culture is built on integrity and respect—with the goal of working together to drive ourselves and our businesses to always be creative, innovative, and competitive. At Blueface, we embrace good ideas and bring them to life quickly. We’re forward-looking and restless in looking for new ways to innovate for our customers.

Job Summary

Responsible for answering questions related to customer billing statements and general inquiries, as well as for the resolution of payment concerns. The Customer Account Executive (CAE) offers Comcast products and services to meet customer needs. The CAE relates well to the customer, thinks and exercises sound judgment and acts responsibly in the customer's and the company's best interest.

Job Description

Core Responsibilities

• Interacts with customers via telephone, e-mail, or face-to-face 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.
• Elicits and records customer information and inquiries, following prompts from a computerized system.
• Corrects errors and discrepancies on customers billing statements as necessary.
• Demonstrates good oral and written communication skills, with ability to articulate relevant information and directions in an organized and concise manner. Explains billing cycles, processes and prorates effectively to ensure that customers understand their statements.
• Generates copies of billing statements and researches billing history using computerized systems and microfiche when applicable.
• Facilitates interactions with customers in a way that is in accordance with the Company's service strategy. Establishes rapport and promotes effective relationships.
• Demonstrates awareness of company policies and procedures while applying sound judgment, when necessary.
• Attempts to collect delinquent account balances.
• Prepares work orders accurately; processes payments and enters credit card information accurately.
• Promotes and recommends products and services based on a logical relationship to the customer's needs and interests, delivering the Comcast Quality Experience (CQE). Enters and confirms sales when appropriate.
• Maintains and coordinates interdepartmental communications as they apply to customer problem resolution.
• Supports other lines of business as call volume dictates.
• Must be able to work in a fast-paced, often high-pressure environment, with proven ability to maintain composure in stressful situations and manage and diffuse angry or upset customers.
• Achieves overall call center performance goals, while impacting the business goals of the organization.
• Consistently meets or exceeds established goals and performance metrics.
• Attends training as required.
• 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 an EOE/Veterans/Disabled/LGBT employer.

Education

High School Diploma / GED

Relevant Work Experience

0-2 Years

Base pay is one part of the Total Rewards that Comcast provides to compensate and recognize employees for their work. Most sales positions are eligible for a Commission under the terms of an applicable plan, while most non-sales positions are eligible for a Bonus. Additionally, Comcast provides best-in-class Benefits. We believe that benefits should connect you to the support you need when it matters most, and should help you care for those who matter most. That’s why we provide an array of options, expert guidance and always-on tools, that are personalized to meet the needs of your reality – to help support you physically, financially and emotionally through the big milestones and in your everyday life. Please visit the compensation and benefits summary on our careers site for more details.