Sr. Customer Experience Specialist

Profile

Effectv, the advertising sales division of Comcast Cable, helps local, regional and national advertisers use the best of digital with the power of TV to grow their business. It provides multi-screen marketing solutions to make advertising campaigns more effective and easier to execute. Headquartered in New York with offices throughout the country, Effectv has a presence in 66 markets with nearly 35 million owned and represented subscribers. We're dedicated to helping our clients meet their business goals by connecting them with their customers through multiscreen television advertising. Working with companies from local startups to nationwide corporations, we provide support to help each business reach its target customers. By applying data to television advertising in new ways, we're able to bring our clients the best of digital media, coupled with the power of TV. To learn more, check out www.effectv.com.

Job Summary

Responsible for training internal and external customers on policies, procedures and workflows. Analyze accounts receivable, billing, credit, collections and process inquires while providing a superior customer experience for internal and external customers. Determine and implement process improvements to deliver operational efficiencies. 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

Create and deliver training to team members, sales teams and customers via WebEx.

Analyze accounts receivable, billing, credit, collections and process inquiries to help educate and guide customers, such as completing complex account reconciliations, trouble-shooting system issues, Terms & Condition review, or order to client and agency billing profiles discrepancies.

Design, evaluate and implement process improvements including new methods and techniques to maximize resources and improve operational efficiencies. Partner with other departments to incorporate changes as needed to ensure processes and procedures remain aligned to business needs.

Analyze metrics to identify trends, areas of opportunity, training needs etc.

Create and maintain policy and procedure documentation.

Review new account setups and onboarding of new advertisers to ensure information is accurate and advertiser expectations are understood and met.

Review customer invoice requests to provide solutions that provide a win-win solution for the customer and the company.

Coordinate various projects and assignments with the team and other departments.

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) 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.

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.

Comcast is proud to be 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, or any other basis protected by applicable law. Comcast will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of applicable law, including the Los Angeles Fair Chance Initiative for Hiring Ordinance and the San Francisco Fair Chance Ordinance.

Education

High School Diploma / GED

Relevant Work Experience

5-7 Years

Salary:

National Pay Range: $46,721.09 USD-$109,502.55 USD

Additional Range: This job can be performed in Colorado, with a Pay Range of $64,241.50 USD - $96,362.24 USD

Comcast intends to offer the selected candidate base pay within this range, 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. 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 (https://jobs.comcast.com/life-at-comcast/benefits) on our careers site for more details.

Company info

Comcast
Website : http://corporate.comcast.com