CAE4, Escalations Services

Job Description

Job Summary

Responsible for receiving, processing and resolving high-level, escalated customer problems/complaints promptly and efficiently. This position researches and resolves customer issues related to sales, service, products or billing, and may cover any product line. Typical complaints are problems that may put a job or customer in jeopardy, and are received through a variety of sources, including high-level executives, regulatory agencies and social media. Exercises sound judgment and acts responsibly in the customer’s and the company’s interest. Acts as technical specialist within own area.

Job Description

** This person must live in the NorthEast Division for this position **

Core Responsibilities

• Build professional rapport with internal and external customers by demonstrating active listening skills to ensure mutual understanding of customer’s concerns/comments.
• Effectively communicate information, verbally, and/or in writing in a clear and informative manner and take appropriate ownership and accountability of customer issues and concerns, minimizing the need for future contacts.
• Interpret, translate, explain, and provide applicable, accurate, and appropriate information with respect to products and services, equipment, policies and procedures, account status, marketing promotions and campaigns, serviceability, service problems, and more, as the need arises.
• Analyze and solve problems regarding billing, service, sales, retention and other issues.
• Act as a customer liaison for executive management team, regulatory and consumer agencies, representing the company in a positive, professional, and ethical manner, while working to exceed customers’ expectations and retain customers.
• Build and support strong internal/external partnerships with other organizations to resolve complex, escalated complaints.
• Provide follow through, tracking, and resolution information on all complex escalated customer complaints in an efficient and timely manner.
• Eliminate repetitive occurrences of customer dissatisfaction through reporting of data.
• Assist in developing and executing team/individual objectives.
• Prepare consistent and professional customer and regulatory correspondence to ensure prompt attention.
• 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.

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.

Job Requirements:

-1 year Comcast Business Mid-Market Technical or Order Management experience required

-Strong communication skills with an attention to detail and grammar

-If from Change of Service or Technical representative we are looking for high First Ticket or Call Resolution percentage. (Based on their Current Year Metrics).

-Must have a proficiency in either technical or order management process on Business Mid-Market products.

-Proficiency in 1 of the 3 billing systems (CSG/Singleview/Orion)

-Ability to troubleshoot, diagnose, resolve and provide root cause analysis for technical issues for Business Class products focused on Mid-Market Products (Business Voice Edge, Trunking, and Metro E).

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 EOE/Veterans/Disabled/LGBT employer.

Education

High School Diploma / GED

Relevant Work Experience

7-10 Years

Salary:

Base Pay: $20.33

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. 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.

Salary:

Base Pay: $20.33

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. 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.