Specialist 1, Customer Serivce Ops

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 performing root cause analysis of processes and recommending system or process improvements to ensure a high quality end to end customer experience. Partner with multiple business units across the organization to improve the customer experience. Works under general supervision and may require training and detailed instructions for assigned tasks. Core Responsibilities: - Identifies system and process errors, performs root cause analysis (RCA) to determine errors, and provides recommended systematic enhancements or process improvement to fix the error. - Acts as a consultant on systems and processes to management of other departments in order to influence future system enhancements through innovative thought and execution - Partners with other departments and provides feedback to increase process stability and improve the customer experience, internally and externally - Collaborates with leadership team to identify, define and measure departmental key goals. - Provides coaching to agents and supervisors on use of system and processes to enhance the internal and external customer experience-Participates in multiple major projects simultaneously, may be project lead on occasion - Manages the end to end customer experience to ensure satisfactory resolution-Provides exceptional customer service to both external and internal customers - Meets or exceeds all established service level goals - Follows established troubleshooting procedures, effectively using the appropriate resources and desktop tools. - Overcomes concerns and resolves customer complaints through active listening, empathy, professionalism, and problem solving to increase satisfaction and foster long-term customer loyalty. - Follows company policies and procedures. - Follows established escalation procedures to expedite prompt resolution. - 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: - Bachelor's degree or equivalent - Generally requires 0-2 year's related experience. Additional Requirements: - Advanced working knowledge of ACSR (or other customer service/billing system); proficient in Microsoft Office and web based tools and applications. - Strong written and verbal communication skills. - Exceptional organizational skills. - Demonstrated ability to lead individuals/teams and partner cross-functionally. - Strong communicator - Highly organized - Strategic/critical thinking - Action-oriented - Self-motivated - Strong team player- needs to work very closely with agents, peers and other Division & Corporate business partners - Coach/mentor - Open to learning - Approachable - Honest and transparent - Enthusiastic and positive - Driven and hardworking Comcast is an EOE/Veterans/Disabled/LGBT employer

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