Sr. Specialist, CXSO Incident Management

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 oversight of all National/Divisional incident concerns while supporting the organizations' vision, mission, and customer access strategies. Serves as a liaison and contact for supporting internal and external vendor relationships. Analyzes customer call trends, service level performance and potential anomalies based on patterns. Has in-depth experience, knowledge and skills in own discipline. Usually determines own work priorities. Acts as resource for colleagues with less experience.

Job Description

Core Responsibilities
Provides command and control of incident management for the Care organization and advocates for the customer experience.
Ticket Management – facilitates tracking, follow-up, escalation, and communication to the team for all escalations resulting in ticket creation.
Assists with and compiles reporting for daily Realtime Reports as needed for Weather/Disaster Recovery.
Continuously monitors customer care performance across the Company footprint, vendor partners and National programs.
Demonstrates proficient verbal and written communication skills. Active and timely responses to inquiries via email/MS Teams/slack and phone.
Opens and operates incident management bridge calls to coordinate efforts which result in mitigation.
Compiles, distributes, and analyzes daily, weekly, and monthly performance reports.
Prepares and reviews analyses from Divisional/National programs for outliers contributing to a negative customer experience.
Daily determination and processing of Best Efforts (BE) Hours submitted by our business partners.
Assists as needed with Text-Em-All SMS Alerts for National, Divisional, and critical event outages.
Partners with subject matter experts to determine potential call routing concerns.
Understands, organizes, and disseminates technical information to peers and stakeholders.
Consistent exercise of independent judgment and discretion in matters of significance.
Regular, consistent, and punctual attendance. Must be able to work nights and weekends, variable schedule(s) 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

Cross-Functional Collaboration, Data Analysis, Microsoft Office

Compensation

National Pay Range: $45,392.31 USD-$106,388.23 USD Illinois Pay Range: $48,229.33 USD - $93,621.65 USD Colorado Pay Range: $51,066.35 USD - $97,877.18 USD Hawaii Pay Range: $59,577.41 USD - $89,366.12 USD Washington DC Pay Range: $65,251.45 USD - $97,877.18 USD Maryland Pay Range: $53,903.37 USD - $97,877.18 USD Minnesota Pay Range: $51,066.35 USD - $89,366.12 USD New York Pay Range: $53,903.37 USD - $106,388.23 USD Washington Pay Range: $51,066.35 USD - $102,132.70 USD California Pay Range: $51,066.35 USD - $106,388.23 USD New Jersey Pay Range: $56,740.39 USD - $102,132.70 USD Vermont Pay Range: $53,903.37 USD - $85,110.59 USD Massachusetts Pay Range: $56,740.39 USD - $102,132.70 USD

Comcast intends to offer the selected candidate base pay dependent on job-related, non-discriminatory factors such as experience. 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.

The application window is 30 days from the date job is posted, unless the number of applicants requires it to close sooner or later.

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. Comcast will consider for employment applicants with arrest or conviction records in accordance with the requirements of applicable law, including the San Francisco Fair Chance Ordinance, the Los Angeles Fair Chance Initiative for Hiring Ordinance, the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Please note that federal state, or local laws and regulations may restrict or prohibit Comcast from hiring individuals convicted of certain crimes. Additionally, an applicant’s criminal history may have a direct, adverse, and negative relationship on the job duties of this position, which may result in the withdrawal of a conditional offer of employment.