Customer Support Manager, Cell Backhaul

Comcast Business offers a suite of Connectivity, Communications, Networking, Cybersecurity, Wireless, and Managed Solutions to help global organizations of all sizes prepare for what’s next. Powered by the nation’s largest Gig-speed broadband network and backed by 24/7 customer support, Comcast Business is the nation’s largest technology provider to small businesses and one of the leading service providers to the Enterprise market. Comcast Business has been consistently recognized by industry analysts and associations as a leader and innovator, and one of the fastest growing providers of Ethernet services.

Job Summary

The Customer Support Manager is responsible for development and implementation of Customer Care Operations policies, procedures and performance standards for the Carrier Services department. Creates effective customer care strategies to include: technology, productivity tools, service quality, revenue and departmental processes. Has in-depth experience, knowledge and skills in account management and providing cross-functional support both internally and externally.

Role will be hybrid (four days per week in-office) at the Comcast Philadelphia Headquarters.

Job Description

Core Responsibilities

• Supports administrative installation and order management functions for the Cell Backhaul line of business.
• Interfaces with multiple internal stakeholders (including sales and engineering) and external Carrier customers to ensure all parties are updated throughout the installation process.
• Build and maintain internal stakeholder and external Carrier customer relationships.
• Work effectively with downstream teams, process contracts & quotes, follow-up with customer billing.
• Performs a variety of order management functions and works within basic project management parameters.
• Designs and implements process improvements in partnerships with related departments to maximize resources and improve operational efficiencies.
• Provides reports and analysis of Key Performance indicators and other operational metrics on a routine basis.
• Assists leadership in the identification, prioritization, planning development, coordination, support and execution of high impact plans for effective and sustainable cost savings.
• Evaluates and implements new methods and techniques for operational improvement.
• Provides customer service leadership with regard to all facets of customer contact and operations analysis.
• Consistent exercise of independent judgment and discretion in matters of significance.
• Manages own work priorities and acts as a resource for colleagues with less experience.
• 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.

Preferred Experience with the Following Tools/Systems:
 

• MS Office (Excel)
• Salesforce
• SFDC
• Pramata
• ASAPs
• SingleView On Demand
• Century
• CCOM
• Connected2 Fiber
• DROM
• NNI Tool
• OBI Reporting
• Neustar
• P2

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.

Skills

Customer Experience (CX), Process Improvements, Quality of Service (QoS), Standards Compliance

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