Customer Service Sales Representative; TSX

Job Summary

Responsible for providing end-to-end support for our customers/communities to ensure a positive experience and that is in accordance with the Company's service delivery strategy. Establishes and builds rapport while promoting effective relationships and upholding our commitment to the customer experience through our Operating Principles, Net Promoter System and quality behaviors. Responsible for accurately and confidently handling various types of customer inquiries while engaging and building a consultative relationship with our customer.

Responsible for responding to requests regarding technical questions and problem resolution related to company products as well as customer equipment. Actively puts the customer needs and wants at the center of all interactions. Creates a personal connection to the customer and demonstrates favorable image of the organization through effective use of soft skills and problem-solving skills, professional communications and internal/external customer interactions.

Communicates in a warm and friendly manner through both verbal and written means via various platforms: SMS, chat, email or phone.

• Demonstrate functional skill to troubleshoot and resolve technical problems and other general account inquiries through both over the phone and written means to maximize the customer experience, with demonstrated ability to articulate relevant information.
• Follow established troubleshooting procedures, including use of multiple resources and desktop tools.
• When necessary, produce work order according to established business rules.
• Effectively build a consultative relationship with the customer to create understanding and resolve all issues.
• Set clear expectations by providing accurate information and transparent communication.
• Takes a consultative approach to finding custom solutions to customers' needs.
• Resolve customer complaints/concerns through active listening, empathy, professionalism and problem solving.
• Takes a consultative approach to assist the customer through discovering the customer needs and offering additional products and services which satisfies those needs.
• Demonstrate competencies of a technology enthusiast.
• Use multiple tools and systems with ease (billing systems, knowledge base, technical tools etc.) to apply information to any customer interaction.
• Improve customer satisfaction and maximize sales and retention opportunities using up-to-date knowledge of competitive environment, products and services.
• Act as a product consultant, offering appropriate product solutions, features and benefits.
• Act as a competitive expert to compare the benefits of Xfinity over alternative solutions.
• Correct discrepancies on customers' accounts and research service disruptions as necessary.
• When appropriate, follow established escalation procedures to expedite prompt resolution.
• Communicate and explain basic to complex account information to the customer with focus on first‑call resolution.
• Multitask between multiple tools and systems (knowledge base, team meetings, supervisor chat) and apply information and knowledge to customer situations.
• Demonstrate awareness of company policies and procedures while applying sound judgment within scope of empowerment and follow guidelines for Customer Proprietary Network Information (CPNI) and Personal Identifiable Information (PII).
• Educate and promote self‑service options.
• Work in a fast‑paced, structured, metrics‑driven and high‑transaction environment while maintaining composure in stressful situations.
• Achieve established goals and performance metrics, including schedules and overtime as necessary.
• Attend training as required.
• Work independently and seek supervisor support when necessary.
• Interact with customers via telephone, e‑mail, SMS or face‑to‑face to assist with a variety of customer inquiries and issues.
• Wear telephone headset and manipulate objects such as pen, keyboard and mouse.
• Maintain regular, consistent and punctual attendance.
• Work nights and weekends, variable schedules and overtime as necessary.
• Other duties and responsibilities as assigned.

Base rate: $16.00 hourly,…