Comcast Business offers a suite of Connectivity, Communications, Networking, Cybersecurity, Wireless, and Managed Solutions to help global organizations of all sizes prepare for what’s next. Powered by the nation’s largest Gig-speed broadband network and backed by 24/7 customer support, Comcast Business is the nation’s largest technology provider to small businesses and one of the leading service providers to the Enterprise market. Comcast Business has been consistently recognized by industry analysts and associations as a leader and innovator, and one of the fastest growing providers of Ethernet services.
Job Summary
Responsible for preparing, scheduling, instructing and coordinating the necessary internal and external resources to fulfill customer orders from order submission through implementation within the prescribed time frames and budget parameters. Ensures implementation objectives and client expectations are met. Typically assigned to strategic high profile clients or projects. Has developed specialized knowledge/skills in own area and acts as a subject matter expert resource for team.
Days/Hours of Operations: Fri to Mon 10am–8:30pm (4-10 hour days)
Job Description
Core Responsibilities
- Identifies and schedules installation deliverables, milestones and required tasks including ensuring deliverables are approved and uploaded to the portal within 24 hours.
- Assists with the implementation of Pilot or Proof of Concept installations.
- Liaisons with strategic clients on complex projects.
- Manages incoming client requests within the thirty minute response time requirement, provides ongoing site updates hourly and adhere to all client established deadlines for scheduling high profile clients.
- Ensures correct technician resources are assigned to high profile implementation tasks by vetting the technician skill set and project budget requirements to complete the work on time and under budget, recording all agreed upon rates within the purchase order as a legally binding contract.
- Ensures field resources are on time and prepared by completing the confirmation/preparation phone calls to technicians. Schedules alternative resources immediately in the event of any issues. Troubleshoots as needed.
- Prepares status reports and keeps management, clients and others informed of status and related issues including requests for changes from original specifications following the change order approval process.
- Maintains a level of communication quality that exceeds department communication standards and policies.
- Assists in managing and/or mitigating escalations.
- Maintains levels of productivity as outlined by management meeting KPIs (Key Performance Indicators) goals, including job status reports, technical documentation and closing all work orders/within 24 hours of job completion. Accurately bills the customer and turns around approved invoices within 48 hours after creation of invoice.
- Develops, evaluates and recommends technical and systematic procedures to assist in the servicing of clients. Identifies problems and recommends solutions.
- Assists with training for new coordinators as requested.
- Works on special projects as assigned.
- 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.
- 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.
Skills
Communication, Customer Experience (CX), Customer Feedback
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)
Relevant Work Experience
5-7 Years
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.