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.
Job Summary
Your goals are to drive timely deliverables to the customer in accordance with the Service Level Agreement, while creating an excellent customer experience. Deliver information and resolve issues in a prioritized and accurate manner, while developing strong relationships with internal and external customers; these relationships require you to be a Nitel service offering expert. Have strong customer service skills and are a customer advocate in every situation. You are comfortable in a hands-on environment, enjoy problem-solving situations and thrive in a fastpaced, fast-changing culture.
Job Description
Responsibilities:
You will be responsible for managing all aspects of the service delivery for customers with fewer than 10 locations and a simple product solution. You will be responsible for the following actions on all customer requested orders for new services; this includes managing internal and external escalations for pre-order and post-order issues, to ensure a successful service installation.
• Build all ‘deals’ with adherence to department guidelines and processes.
• Submit order requests to vendors via email, official order forms, Access Service Requests, or online ordering portals, and monitors for order acknowledgment or confirmation.
• Manage and Complete all Service Delivery assigned tasks within Deal and SORD in HD and keeps tasks and order status up to date with order details and project comments.
• Ensure data accuracy of information in order database system.
• Follow-up for the Carrier Site Survey Results, communicate results and site requirements to customer.
• Accountability for on time delivery of service and related project dates.
• Communicate with the customer on order-related details as needed. Overall responsibility for customer and Vendor Escalation Management
• Meet quality, productivity, turnaround time and other expectations.
• Help ensure continuous improvement of processes and customer service.
• Investigate and respond to inter-department inquiries.
• Coordinate and schedule calls with customers who prefer verbal updates, ensuring timely and informative communication.
• Engage in weekly calls with vendors to obtain updates on project status, resolve issues, and ensure alignment with project goals.
• Validate service performance to meet customer expectations following order completion.
• Assist customers with basic account inquiries, such as contacting/engaging account managers to get change orders / MACD (Move, Add, Change, Delete) issued.
• Met and exceed individual productivity and departmental goals.
What you’ll bring to succeed.
• Preferred experience in either fast-paced customer service role or office work experience with webbased tools and data entry.
• Excellent Communication Skills
• Advanced English Speaker B2+
• Proficient with Microsoft Office Suite
• Self-Motivated, organized and detail oriented.
• Telcom/Networking Experience a plus Job description
Employees at all levels are expected to:
- Understand our Operating Principles; make them the guidelines for how you do your job.
- Own the customer experience think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services.
- Know your stuff be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences.
- Win as a team make big things happen by working together and being open to new ideas.
- Be an active part of the Net Promoter System a way of working that brings more employee and customer feedback into the company by joining huddles, making call backs and helping us elevate opportunities to do better for our customers.
- Drive results and growth.
- Support a culture of inclusion in how you work and lead.
- Do what's right for each other, our customers, investors and our communities.
Disclaimer: This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications.
Comcast is an equal opportunity workplace. We will consider all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, genetic information, or any other basis protected by applicable law.
Base pay is one part of the Total Rewards that Comcast provides to compensate and recognize employees for their work. Most sales positions are eligible for a Commission under the terms of an applicable plan, while most non-sales positions are eligible for a Bonus. Additionally, Comcast provides best-in-class Benefits to eligible employees. We believe that benefits should connect you to the support you need when it matters most, and should help you care for those who matter most. That’s why we provide an array of options, expert guidance and always-on tools, that are personalized to meet the needs of your reality - to help support you physically, financially and emotionally through the big milestones and in your everyday life. Please visit the compensation and benefits summary on our careers site for more details.
Education
High School Diploma / GED
Relevant Work Experience
2-5 Years
