Organization: Comcast
Location: Remote, United States
Job Type: Full Time
Category: Customer Service
Req ID: R427203
Base Pay: USD 16.00 per hour
About the Organization
Comcast brings together innovation in media and technology to deliver world-class entertainment and connectivity experiences. As a Fortune 50 organization, Comcast continues to shape the future by investing in people, products, and digital transformation. The company fosters a collaborative culture where employees contribute to meaningful solutions that impact millions of customers every day.
Role Overview
The Customer Experience Representative for Priority Xfinity Communities plays a critical role in delivering end-to-end customer support across multiple communication channels. The role focuses on creating positive interactions while aligning with Comcast’s service delivery strategy, Operating Principles, and Net Promoter System. This position requires a consultative mindset, strong communication skills, and the ability to resolve issues efficiently while advocating for customer needs.
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Core Areas of Responsibility
Customer Experience and Support
The representative provides comprehensive assistance for billing, technical support, retention, and sales inquiries. By resolving most issues within a single interaction, the role directly contributes to higher customer satisfaction and loyalty.
Technical Troubleshooting and Account Resolution
The role involves diagnosing and resolving technical and account issues using approved tools, systems, and troubleshooting procedures. Accurate documentation and the creation of work orders are essential to ensure service quality and operational consistency.
Consultative Relationship Building
Through active listening and thoughtful questioning, the representative builds rapport and develops tailored solutions aligned with customer needs. Clear expectations are set through transparent communication, and escalation protocols are followed when necessary to ensure timely resolution.
Sales, Retention, and Product Guidance
The position requires identifying opportunities to enhance customer value by recommending suitable products and services. As a product consultant, the representative explains features and benefits while ensuring compliance with billing and authorization guidelines.
Multi-Channel Communication
Customer interactions occur through phone, email, chat, and SMS. The representative communicates in a professional, warm, and approachable manner, creating a personal connection that reflects positively on the organization.
Performance and Compliance
The role includes meeting defined performance metrics, participating in training and coaching sessions, and consistently adhering to company policies related to data protection, CPNI, and PII. Regular attendance and schedule flexibility, including nights and weekends, are essential.
Operating Principles and Expectations
Employees in this role are expected to uphold Comcast’s Operating Principles by prioritizing customer needs, collaborating with team members, embracing continuous learning, and contributing to inclusive and ethical workplace practices. Active participation in the Net Promoter System and improvements is a key component of success.
Candidate Profile
The ideal candidate demonstrates a strong customer-first mindset, adaptability, and accountability. The role suits individuals who are comfortable using multiple digital tools, enjoy problem-solving, and can remain professional under varying workloads and schedules.
Education and Experience Requirements
- Some high school coursework required
- Relevant work experience ranging from zero to two years
- No mandatory certifications required
Key Skills and Competencies
- Customer focus and relationship building
- Clear and professional communication
- Technical aptitude and digital tool usage
- Accountability and self-motivation
- Adaptability and workplace organization
- Professional integrity and etiquette
Work Schedule and Availability
The role operates seven days a week with hours ranging from 6:50 AM to 12:15 AM Eastern Time. Employees must be available for variable schedules, including nights, weekends, and overtime as business needs require.
Compensation and Benefits
The base pay for this role is USD 16.00 per hour. Compensation is part of Comcast’s broader Total Rewards framework, which may include bonuses or commissions depending on role eligibility. Eligible employees also receive access to comprehensive benefits designed to support physical, financial, and emotional well-being. Detailed benefit information is available on the Comcast careers site.
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Application Process
Interested candidates must apply through the official Comcast careers portal. The application window remains open for approximately 30 days from the posting date, although it may close earlier or later based on applicant volume. Applicants are encouraged to submit their applications promptly to ensure consideration.
Equal Opportunity Statement
Comcast is an equal opportunity employer and evaluates candidates based on qualifications and business needs without discrimination. Employment decisions comply with all applicable federal, state, and local laws, including fair chance hiring regulations. Criminal history may be considered only where legally permitted and relevant to job responsibilities.
Additional Information
This job description outlines the general nature and level of work associated with the role. Responsibilities may evolve based on organizational requirements, and additional duties may be assigned as needed.
