Customer Satisfaction Specialist (ESL)

Comcast Corporation is the nation's leading provider of cable, entertainment and communications products and services, with 24.1 million cable customers, 12.4 million high-speed Internet customers and 3.5 million voice customers. Headquartered in Philadelphia, Pennsylvania, Comcast is principally involved in the development, management and operation of broadband cable networks and in the delivery of programming content.

Comcast's Philadelphia Metro Region provides service to over 1.1 million customers including the Pennsylvania counties of Bucks, Chester, Delaware, Montgomery and Philadelphia and New Castle County in Delaware. The region is home to over 3,500 talented employees."

POSITION SUMMARY:
Receives, researches, and responds to customer inquiries, pertaining to all aspects of our business via e-mail, mail, and the automated telephone system. Ensures that customer escalated issues are documented, assigned to the proper department, and resolved in a timely manner.

DUTIES AND RESPONSIBILITIES
- Maintain on-line log of customer inquires, track customer issues and inquiries through computer data entry.
- Research problems and document procedures used to resolve issues, report consistent problems to supervisor.
- Correspond with customers using the appropriate media mode, educate customers to reduce future problems.
- Demonstrate empathy towards customer's position while representing company policies and procedures.
- Interact with various departments as needed to resolve customer accounts.
- Investigate and respond to all inquiries addressed to the President of the company and other members of executive management.
- Investigate and respond to all inquiries received through state agencies including the BBB, PUC, Attorney General offices and other consumer agencies.
- Elicit and key in customer information following prompts from a computerized system.
- Make necessary adjustments/corrections to customer accounts.
- Process payments and enter credit card information as needed.
- Follow up written correspondence to customers through various media methods.
- Meeting company and customer deadlines for follow up and resolve rates.
- Periodically assist with training of the KANA function and applications.

QUALIFICATIONS:

MINIMUM QUALIFICATIONS:
- Two to three years of customer service experience and one year of experience in telephone-based employment.
- Working knowledge of CHSI, including ability to troubleshoot and resolve customer issues.
- Strong analytical skills, ability to identify technical problems and provide direction to customers.
- Demonstrated ability to correlate trends and analyze statistical data.
- Excellent written and oral communication skills required for communication using various types of media.
- Basic mathematical ability related to calculation of percentages and basic transactions essential.
- Demonstrated ability to prioritize and to handle multiple concurrent tasks independently in fast-paced environment.
- Advanced problem-solving skills, ability to exercise sound judgment and exhibit customer service focus.
- Demonstrated ability to elicit and process information in a courteous and professional manner.
- Strong knowledge of data entry systems.
- Proficient ability to create spreadsheets and documents detailing data and statistics.
- Proven ability to develop and enhance templates.
- Ability to work evenings and weekends.
- Demonstrated ability to work independently in a self-paced environment.
- Punctual, regular and consistent attendance.
- Ability to work overtime as needed.

PREFERRED QUALIFICATIONS:
- Previous sales experience, ability to sell specific services.
- Bilingual (Spanish) communication ability.

Comcast is an Equal Opportunity Employer

If interested, please apply online at http://track.jobviper.com/ViewJob.asp?id=499268-3-253