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

Responsible for the facilitation of Business Class customer orders from order submission through installation. Works with moderate supervision/guidance. Is accountable for individual results and impact on team.

Job Description

Core Responsibilities
Customer Experience - Make it simple, consistent and efficient.

• Own the customer experience from beginning to end. This includes managing all customer inquiries and providing resolution and/or update within 24 to 48 hrs. (to the customer). In cases where other dept/parties are involved in the resolution, follow up with a sense of urgency, until final resolution is met.
• Maintain the highest level of professionalism and etiquette through all forms of communication to both internal and external customers. 
• Consistently utilize the tools available on Every Customer interaction. For example CIFA/NRSA tool, ECM tool and SalesForce. Document pertinent customer concerns via the ticketing system for tracking purposes. 
• Deliver a reliable operational and product experience.
• Maintain an average handle time (AHT) of 5 minutes or less to maximize the highest volume of calls/emails and ticket resolutions each day. 
• Track, resolve, and support all inquiries from Bulk Masters coming through the various escalation queues.  This includes but is not limited to emails, phone calls, ECM Tickets, My Support Tickets. Follow through with business partners until customer issue is fully resolved and follow up with customer by providing a response within 24-48 hours, using ticketing system (ECM Tool). 
• Support the Florida Region Xfinity Communities leadership team with all inquiries, research, audits and reporting requirements as the business needs dictate.  Follow through until complete resolution.

 
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.
• Respect and promote inclusion &diversity.
• 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.

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 benefits summary on our careers site for more details.

Education

High School Diploma / GED

Certifications (if applicable)

Relative Work Experience

2-5 Years

Comcast is proud to be 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.