Specialist 3, Customer Service Operations

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: This is a Division-level Specialist position in a fast-paced, dynamic and collaborative environment which aims to provide superior service across the company. This position is Responsible for identification of areas of opportunity within Customer Care Operations to include development and implementation of policies, procedures, and performance standards. They Create and implement effective customer care strategies to include, technology, productivity tools, service quality, revenue, and departmental processes. They must have in-depth experience, knowledge and skills in own discipline. The ideal candidate will determine own work priorities and have extensive communication, active listening, and problem solving skills. Understanding of end-to-end work flows is necessary to allow for exercising sound judgment in decision making, acting in the best interest of both the customer and Comcast. They will act as a resource for colleagues with less experience and will ensure high quality results and assist in fostering innovative approaches based on root cause analysis. This position is responsible for providing the highest level of support to Comcast business partners by establishing and maintaining positive, productive and trusting relationships across the company. Primary Responsibilities: - Maintain extensive knowledge of Comcast's products and services, including new product offerings and marketing campaigns. - Considered to be and act as a subject matter expert within the department. - Proactively build value and enhance internal customer relations during every interaction by probing to understand business needs and current level of satisfaction. Follow established escalation procedures to expedite prompt resolution. - Support and contribute to a collaborative team environment, continuously learning new skills. - Assist with meeting planning and facilitation as needed. - Work to identify process/procedure gaps, recommend innovative resolutions, and demonstrate a willingness to lead efforts towards long term solutions. - Follow company policies and procedures while applying sound judgment within the scope of their empowerment. - Able to effectively implement time management skills in order to meet assigned deadlines. - Ability to demonstrate expertise in root cause analysis to ensure high quality results, assist in maintaining department accuracy and foster innovative approaches. - Ability to effectively multi-task between multiple tools and systems. - Work to identify process/procedure gaps, recommend innovative resolutions, and demonstrate a willingness to lead efforts towards long term solutions. - Partner with business leaders to mitigate issues and develop process improvements. - Ability to problem solve in a logical pattern to identify and resolve customer-impacting issues. - Possess strong cross-functional relationships. - Extensive working knowledge and expertise in current Comcast systems (or other customer service/billing system); proficient in Microsoft Office, web based tools and applications. - Demonstrate ability to work in a fast-paced, structured, dynamic and

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