JOB FAIR!!!

Wednesday, January 4, 2012, 9:00 am 1:00 pm Thursday, January 5, 2012, 12:00 pm 4:00 pm

Comcast is seeking full time Supervisors and Customer Care Representatives for our Sterling Heights Customer Retention Call Center
If you are seeking stability, growth, and an exceptional benefits package we would be delighted to meet you!

Retention Representative

$11.75 hourly plus commission Primary Function Handle inbound calls from cable, internet, and voice customers who request service disconnection Major Duties and Responsibilities Save and sell the value of our video, data, and phone products by properly aligning their features, benefits and price with the wants and needs of the customers. Provide exceptional customer care across all call types including escalations, technical support and billing. Identify reasons for disconnect and overcome objections to retain customers. Minimum Requirements *High School Diploma * 2 years of solid call center experience is considered a plus * Ability to demonstrate exceptional customer service within a problem-solving/troubleshooting environment *Strong computer skills required *Exceptional listening, interpersonal and problem-solving skills required * Must be available to work evening, weekend, holiday and overtime hours * Sales experience is required * Strong multi-tasking skills, strong written and oral communication skills

Retention Supervisor
Responsible for supervising the performance of Customer Account Executives (CAE) in all activities related to Comcast products as well as customer equipment. Provides leadership and manages performance to achieve a range of sales, service and operational business goals, and ensures the Comcast Quality Experience (CQE). Develops personal performance plans with CAE's and provides on-going performance feedback and quarterly performance plan reviews. Establishes career and personal development goals with employees that enhance skill sets and knowledge of the industry, products, and quality customer service. Communicates and manages expectations for quality and accuracy of work, as well as key productivity metrics associated with service level achievements. Identifies variances and creates effective plans to address gaps. Partners with leadership team and other functions within the organization to ensure positive working relationships and effective communication, resulting in employees being informed and educated about critical information and strategy needed to be successful in their role. Collects and compiles data to identify opportunities for service improvement. Ensures competence and continuity of qualified CAEs through optimum selection, training and development, appraisal and motivation techniques. Conducts monthly team meetings to deliver key communications and build team spirit and provide employee recognition.

Facilitates positive employee relations by fostering an environment of open communication, approachability, and fair and consistent treatment of employees. Approves CAE's time, manages schedules and time off requests to meet the needs of the business, motivates employees to achieve sales and compliance results and conducts routine office visits and audits. Conducts real-time phone monitoring and coaching to service CAEs in order to maintain required service levels, provides immediate feedback to associates to enhance call quality and increase productivity levels. Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) as necessary. *Bachelors Degree or Equivalent *Generally requires 4-7 years related experience *Leadership experience - manage 10+ team members in a fast paced, analytical environment Benefits include: *Courtesy cable and Internet in Comcast-serviced area *Excellent medical/dental/vision insurance *401(k) match, Tuition Reimbursement and much more Comcast is an Equal Employment Opportunity/Affirmative Action/Drug-Free workplace employer (Please be dressed appropriately, No gym shoes, or blue jeans will be allowed upon interview!)