Customer Service Associate (Boca Raton)
ComcastAbout the role
Job Summary
Responsible for providing world class customer service to our Xfinity Communities property and homeowners association boards. Works with moderate supervision/guidance. Owns the customer experience from beginning to end and has a do whatever takes attitude.Job Description
Job Specifications:
On-Site at Comcast (Monday-Thursday, Remote on Friday)
Location: 7201 North Federal Highway, Boca Raton, FL
Hours: Monday through Friday, 8:30 am – 5:30 pm or 9:00 am – 6:00 pm
Skills and Knowledge Needed:
Ability to own the customer experience.
Efficiently and consistently manage all customer inquiries, provide resolution, and meet service level agreements.
Ability to consistently use etiquette in communications to internal and external customers.
Ability to utilize Einstein 360, CSG, ECM tool, Salesforce, and a ticketing help system.
Ability to utilize the telephone, emails, ER One Tickets, and MySupportTickets.
Core Responsibilities
Maintain an average handle time (AHT) of 5 minutes or less to maximize the highest volume of calls/emails and ticket resolutions each day. Meet scorecard productivity/quality metrics.
Track, resolve, and support all inquiries from Bulk Masters coming through the various escalation queues. This includes but is not limited to emails, phone calls, ECM Tickets, My Support Tickets.
Follow through with business partners until customer issue is fully resolved and follow up with customer by providing a response within 24-48 hours, using ticketing system (ECM Tool).
Support the Florida Region Xfinity Communities leadership team with all inquiries, research, audits and reporting requirements as the business needs dictate. Follow through until complete resolution.
Responsible for providing world class customer service to our Xfinity Communities property and homeowners association boards. Works with moderate supervision/guidance. Owns the customer experience from beginning to end and has a do whatever takes attitude.
Ensure contracts meet all submission criteria and compliance requirements and approve or reject contracts as appropriate.
Work on projects as assigned.
Regular, consistent, and punctual attendance. Must be able to work nights and weekends, variable schedule(s), and overtime.
Other duties and responsibilities as assigned.
What You Can Expect:
An encouraging and casual yet professional work environment with chances to showcase your skills.
A culture of innovation and continuous learning.
Training, support, and mentoring to expand and evolve your expertise.
For more information into our culture, check out: https://jobs.comcast.com/meet-comcast/our-culture
About Our Perks & Benefits:
We are determined to create an environment where our employees feel valued, understand our business goals, and are motivated. Here is a look at some of the rewards and benefits we make available to our employees:
Medical & Dental start day one.
401(k) Savings Plan.
Life Milestones - from adoption assistance, childcare resources, pet insurance, and more, Comcast supports you at all life stages.
Xfinity Services - We offer all employees in serviceable areas discounted digital TV and internet.
Free tickets to Universal theme parks!
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 from beginning to end by answering phone calls and emails. This includes managing all customer inquiries and providing resolution and/or update within 24 to 48 hrs. (to the customer). In cases where other depts/parties p
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