Summary
The Virtual Repair Representative role at Contec involves answering customer calls related to Xfinity products, troubleshooting issues, and providing a positive customer experience. They are expected to follow established procedures, build rapport with customers, and effectively communicate account information. The company requires U.S. eligibility and work authorization.
Requirements
- U.S. Eligibility Requirements: Interested candidates must submit an application and resume/CV online to be considered
- Are you 18 years of age or older or can you demonstrate legal capacity to enter a contract?
- Must be willing to submit to a background investigation; any offer of employment is conditioned upon the successful completion of a background investigation
- Must have unrestricted work authorization to work in the United States
- Must be willing to execute Gallagher's Employee Agreement or Confidentiality and Non-Disclosure Agreement
Responsibilities
- Answering inbound calls from customers experiencing issues
- Troubleshooting all Xfinity products to repair and restore customer services
- Following established troubleshooting steps through the use of troubleshooting tools (ITGs)
- Discovering customer needs and selling Xfinity products' value and benefits
- Handling overflow calls from other queues during high call volume periods
- Providing end-to-end support for customers and communities to ensure a positive experience
- Building rapport with customers and upholding the company's commitment to customer experience
- Responding to requests regarding technical questions and problem resolution related to company products as well as customer equipment
- Creating a personal connection to the customer and demonstrating a favorable image of the organization
- Demonstrating functional skill to troubleshoot and resolve technical problems and other general account inquiries
- Following established troubleshooting procedures, including use of appropriate resources and desktop tools
- Building a consultative relationship with the customer to create understanding and set clear expectations
- Taking a consultative approach to finding custom solutions to customers' needs
- Resolving customer complaints/concerns through active listening, empathy, professionalism and problem solving
- Improving customer satisfaction and maximizing sales and retention opportunities
- Acting as a product consultant, articulating appropriate product solutions, features and benefits
- Correcting discrepancies on customers' accounts and researching service disruptions as necessary
- Demonstrating awareness of company policies and procedures while applying sound judgment
- Educating and promoting self-service options
