Cust Exp Professional, XIP

Comcast brings together the best in media and technology. We drive innovation to create the world's best entertainment and online experiences. As a Fortune 50 leader, we set the pace in a variety of innovative and fascinating businesses and create career opportunities across a wide range of locations and disciplines. We are at the forefront of change and move at an amazing pace, thanks to our remarkable people, who bring cutting-edge products and services to life for millions of customers every day. If you share in our passion for teamwork, our vision to revolutionize industries and our goal to lead the future in media and technology, we want you to fast-forward your career at Comcast.

Department: Xfinity Influencer Program (XIP - Exclusive Influencer Program) Schedule: • Department operates 7 days/week, 8:00 AM – 12:00 AM EST • Open Availability to work any hours during the open dept hours is Required • Schedule is determined through mini shift bid upon starting • Includes 2 consecutive days off, which may fall during the week • Nights, weekends, and overtime may be required based on business needs Target Start Date: End of Sept–Early October, potentially Job Description About the Role: The Customer Experience Professional, XIP provides white-glove, end-to-end support to a highly visible and exclusive group of residential influencer customers. This role supports some of Comcast’s highest-level stakeholders , delivering exceptional service through complex inquiries using a consultative, solutions-oriented approach. This position exists as a backfill and is ideal for an experienced customer professional who can hit the floor running , multitask confidently, and thrive in a fast-paced, collaborative environment. Environment Snapshot: Fast-paced, detail-driven, and highly collaborative — best suited for individuals who enjoy balancing customer interaction with backend problem-solving while working closely with peers and leadership.

Deliver exceptional customer experiences across billing, technical, retention, and sales inquiries Serve as a trusted consultant to high-priority influencer customers Manage escalated cancellation requests through customized solutions Resolve issues in a single interaction whenever possible (First Call Resolution) Accurately explain billing details including taxes, fees, prorations, and rate changes Navigate multiple systems to research, resolve, and document customer inquiries De-escalate complex or emotional situations using empathy and professionalism Identify sales and retention opportunities and apply effective closing techniques Collaborate with internal departments to resolve account issues Uphold all CPNI, PII, and company policy standards Participate actively in coaching, training, and team initiatives How Work Is Distributed: 50% Customer-Facing: Emails, inbound/outbound calls, and chats 50% Back Office Work: Account research and follow-up Working with internal partners and departments Reviewing and responding to emails Determining next steps and follow-up needs Resolving backend account issues ✔ All customers supported are Residential (RESI) ✔ These customers do not follow standard IVR routing Required Experience & Skills: Open to Level 3 or Level 4 CARE candidates Experience in customer-facing roles (not backend-only) Strong multitasking ability across systems and channels Demonstrated critical thinking and sound judgment Excellent verbal and written communication skills Experience engaging with internal teams and high-priority customers High attention to detail and follow-through Nice-to-Have: Experience building or customizing packages for customers Deal Breaker: Candidates with minimal customer interaction or primarily backend-only experience may not be successful in this role. Training & Onboarding: 2 weeks of 1:1 training with a Subject Matter Expert 2 weeks of nesting Designed to ensure confidence, autonomy, and early success