Posted in Other 12 days ago.
Type: Full Time
Business Unit: Job Summary:Responsible for the coordination and facilitation of complex and/or strategic Business Class customer orders from point of sale through installation. Has developed specialized knowledge/skills in own area. May act as a resource for colleagues with less experience.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 and diversity- Do what's right for each other, our customers, investors and our communitiesCore Responsibilities:- Ensure order coordination, verification and corrections are completed within defined service level agreements.- Work with the senior sales team to ensure customer orders are processed appropriately.- Assist with incubating process for new products during the early phases of introduction.- Manage strategic accounts.- Work cross functionally with advanced technical support teams to manage escalation mailboxes and ensure timely and accurate resolution within defined Service Level Agreements.- Provide order support and coordination for advanced voice and data services including the small business, mid-market and Enterprise channels.- Meet defined scorecard productivity/quality metrics.- Ensure contracts meet all submission criteria and compliance requirements and approve/correct or reject contracts as appropriate.- Review contract and validate services with customers to ensure accuracy.- Serve as primary interface with identified customer IT/technical personnel/vendor/VAR.- Navigate through multiple systems to build, track and monitor orders.- Interface with various levels of sales, operations, engineering, and other functional groups to ensure order flows appropriately.- Identify opportunities for improvement and recommend solutions.- Provide advanced technical support for multi-location customers.- Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary.- Other duties and responsibilities as assigned.Job Specification:- High School Degree or Equivalent- Generally requires 5-7 years related experienceComcast is an EOE/Veterans/Disabled/LGBT employerPDN-91b62794-390c-434f-ba2f-665b98cf3643