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Customer Service Phone Support (Remote)

NVA Virtual Solutions
Houston, TX
April 06, 2021



Client is one of the nation's largest video, high-speed Internet and phone providers to residential customers under the XFINITY brand. With Xfinity, Comcast delivers the best in TV, Internet, voice, mobile, and home management, all working together to give customers instant access to the things that matter most – anywhere, anytime.

On a day-to-day basis, agents can expect to participate in the

following activities:

• Assist Comcast customers with billing or video technical repair inquiries

• Review, analyze and respond to customers’ billing inquiries

• Resolve customers’ open issues or questions

• Troubleshoot technical issues

• Determine business offerings that the customer does not currently have and

make the appropriate sales offer to upgrade and add on to their service


• Strive to resolve technical issues on the first call

• Knowledge of Comcast processes and policies

• Build trust and rapport with the Client customer through clear, respectful interaction

• Understand “client call flow”

• Always strive to ensure First Call Resolution (FCR) and complete Customer

Satisfaction (VOC).

• Correctly code the sale accurately and completely for the installer