About Company
Xfinity, a division of Comcast, is a leading provider of internet, television, voice, and home security services, dedicated to connecting millions of customers across the nation. At Xfinity, we believe in putting our customers first and are committed to delivering innovative products and exceptional service experiences. We foster a dynamic and inclusive work environment where every employee is valued, and opportunities for growth and development are abundant. Join our team in Miami Gardens and be a part of a company that is shaping the future of connectivity.
Job Description
Are you a highly empathetic and persuasive individual with a passion for customer satisfaction? Xfinity is seeking a dedicated Customer Retention Officer to join our vibrant team in Norland, Miami Gardens. In this crucial role, you will be the frontline champion for our existing customers, tasked with understanding their needs, resolving complex issues, and ultimately ensuring their continued loyalty to Xfinity services. This position goes beyond simple problem-solving; it requires a strategic mindset to identify root causes of customer dissatisfaction and implement effective solutions that prevent churn. You will engage with customers who are considering canceling or downgrading their services, applying your exceptional communication and negotiation skills to highlight the value of their current package, introduce alternative solutions, or offer tailored recommendations. Success in this role means not only retaining customers but also strengthening their relationship with Xfinity, turning potential detractors into loyal advocates. You will play a vital part in achieving our customer satisfaction and retention goals, directly contributing to the company’s sustained growth and reputation within the community. If you thrive in a fast-paced environment and are driven by the opportunity to make a tangible difference in customer experiences, we encourage you to apply.
Key Responsibilities
- Engage with existing customers who express intent to cancel or downgrade services, aiming to understand their concerns and retain their business.
- Actively listen to customer feedback, identify underlying issues, and propose effective, personalized solutions that address their specific needs.
- Educate customers on the benefits and features of Xfinity products and services, emphasizing value and tailored solutions.
- Negotiate service packages, pricing, and contract terms to meet both customer satisfaction and company retention targets.
- Document customer interactions, issues, and resolutions accurately in the CRM system.
- Collaborate with other departments (e.g., Technical Support, Billing) to resolve complex customer issues swiftly and efficiently.
- Provide exceptional customer service that builds trust and fosters long-term customer relationships.
- Proactively identify opportunities for service enhancements and process improvements based on customer feedback.
Required Skills
- Minimum of 2 years of experience in a customer service, sales, or retention role.
- Proven ability to de-escalate customer complaints and resolve complex issues effectively.
- Exceptional verbal communication and active listening skills.
- Strong negotiation and persuasion abilities, with a focus on win-win outcomes.
- Proficiency in using CRM software and other customer service tools.
- Ability to work independently and as part of a team in a fast-paced environment.
- High school diploma or equivalent.
Preferred Qualifications
- Associate’s or Bachelor’s degree in Business, Communications, or a related field.
- Experience in the telecommunications or subscription services industry.
- Bilingual proficiency (English and Spanish) is highly desirable given the local demographic.
Perks & Benefits
- Competitive salary and performance-based incentives.
- Comprehensive health, dental, and vision insurance plans.
- 401(k) retirement plan with company match.
- Paid time off, including vacation, sick leave, and holidays.
- Complimentary Xfinity cable, internet, and voice services for eligible employees.
- Tuition reimbursement program for continued education.
- Opportunities for career advancement and professional development.
How to Apply
Ready to make a difference in customer loyalty? We encourage you to click on the application link below to submit your resume and cover letter directly through the Xfinity careers portal. Please highlight your experience in customer retention or problem-solving roles. We look forward to reviewing your application and potentially welcoming you to our team!