Comcast Business Mobile - Customer Care

Profile

**MEMBERS ONLY**SIGN UP NOW***. 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 **MEMBERS ONLY**SIGN UP NOW***..

Job Summary

This position supports **MEMBERS ONLY**SIGN UP NOW***. Business Mobile. Responsible for working closely with customers to understand root cause for complex provisioning and repair-related tickets. Communicates and/or implements process requirements to reduce overall trouble rates with support from Tech 3's, as required. Uses multiple software systems, investigative, triage, troubleshooting knowledge and applications to ensure customer service orders and repair tickets are completed accurately and on-time. Works with moderate supervision/guidance. Is accountable for individual results and impact on team. This role take place in a Virtual Call Center.

Job Description

Core Responsibilities


Applies corrective action processes and interfaces with customers to accurately resolve order issue(s), ensuring the customers' service commitments are met.

Isolates and resolves problems by correlating information from network equipment and executing appropriate fix via corrective tools etc.

Notifies appropriate individuals, organizations and outside Third Party Industry carriers of network outages, degradation of service and restoration events by opening system trouble tickets and escalating, as necessary, with internal and external fix agencies.

Works across multiple applications to perform error resolution in order to fulfill service orders that meet original time frame commitments made to customers.

Records and/or maintains information notes within the necessary systems where manual intervention is required to resolve the order discrepancy(s).

Provides operational support to external vendors or local market Field Technicians, Operations Support personnel and other technical and business support groups as received via inbound call center type phone calls or email notifications.

Interfaces directly with customers to ensure their issue(s) are resolved and a superior customer interaction is provided.

Manages customer outage bridge while facilitating communication in and out of Company.

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.


**MEMBERS ONLY**SIGN UP NOW***. is an EOE/Veterans/Disabled/LGBT employer.

Education

Some High School Coursework

Relevant Work Experience

2-5 Years

Base pay is one part of the Total Rewards that **MEMBERS ONLY**SIGN UP NOW***. 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, **MEMBERS ONLY**SIGN UP NOW***. 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 (****on our careers site for more details.

Company info

Sign Up Now - CustomerServiceCrossing.com