Supervisor, Customer Experience Account Management (Xfinity Communities)

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

Responsible for coaching, inspiring, motivating, guiding, engaging, and developing a team of customer experience agents that are focused on providing end to end support for our customers/communities that is in accordance with the Company’s service delivery strategy. Fosters a positive team environment that enables employees to maximize performance, progress their careers as well as become a promoter and advocate of the company. Influences agents to accurately and confidently handle various customer inquiries, while engaging and building a consultative relationship with the customer. Supports communicating in a warm and friendly manner through both verbal and written means via various platforms: SMS, eChat, email or phone Customarily and regularly directs the work of a team of full-time employees or their equivalent.

Job Description

Core Responsibilities

• Coaching: Provides daily coaching and feedback to team members delivering the right experience to customers within the Billing, Repair, Retention or Sales functions s, by inspiring trust, encouragement, motivation and accountability. Ensures team member understanding of performance targets, goals and the behaviors associated to support a positive employee and customer experience. 
• Change Management: Acts as change management liaison and change lead in communicating important business initiatives. Communicates messages to team in a positive manner that conveys connection to the business strategy, customers and employees.
•  Employee Leadership/Engagement: Promotes positive employee relations by fostering a team environment of open communication, approachability as well as fair and consistent treatment of all employees within a workforce dedicated to diversity.   Facilitates both one on one and group communication and /or activity, encouraging strong connection and communications between the team members and leader. Collaboration platforms should be the primary source of information sharing, as well as meetings for business and fun.  Encouraging connectivity is critical in a virtual and/or on-site environment.
• Customer Advocates: Responds to customer escalations to understand issues and offer helpful solutions in driving customer satisfaction. 
• Sales Effectiveness:  Coaches, develops, appraises, and motivates the team to achieve revenue and sales objectives.
• Organizational Excellence: Monitors performance levels and team member activities, administers all company policies; takes appropriate action as necessary supporting an employee and customer-centric organization.
•  Recognition: Celebrates and reinforces employee successes through recognition and promotion. 
• Career Advisor: Encourages career development with each team member through the creation and management of individual development plans.
•  Group Champion: Facilitates routine huddles with the team focused on improving the employee experience and the customer experience, while also attempting to retaining customers who request to disconnect or downgrade services. 
• Talent Advocate: Strong competency in selecting, developing and retaining talent 
• Flexibility: Schedule flexibility is critical as role may require nonstandard working hours. 
• Highly organized with the ability to effectively manage multiple priorities. Comfortable managing through ambiguity and strong critical thinking skills.
• 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) 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 an