Supervisor, Installation & Service

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

Coaches, encourages, motivates, guides, and develops a team of technicians that are passionate about providing an outstanding customer experience through the installation and service of our products. Fosters a positive team environment that enables employees to improve performance, progress their careers, and become a promoter and advocate of the company. Acts as a customer advocate and provides helpful solutions to meet the customer’s needs. Customarily and regularly directs the work of at least nine or more full-time employees or their equivalent.

Job Description

The work schedule will be Tuesday-Saturday.

Core Responsibilities

• Mentoring: Provides daily coaching and feedback to team members, who have passionate about customer engagement and education of services and products by encouraging trust, encouragement, motivation, and accountability. Crafts mentoring plans in a feedback session.

• Manages Change: Manages change and leads 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: Promotes positive employee relations by encouraging a team environment of open communication, approachability, and fair and consistent treatment of all employees within a workforce dedicated to diversity.

• Customer Advocates: Responds to customer concerns to understand issues and offer helpful solutions in driving customer happiness.

• Organizational Excellence: Monitors performance levels and team member activities, coordinates all company policies; takes appropriate action as vital 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 passionate about improving the customer and employee experience, while also educating the team on new products and services. Develops action plans a tool to assist with mentoring employees as needed. 

• Works cross functionally to ensure that sophisticated issues are resolved accurately and timely. Ensures accurate follow up with customer and others as needed.

• Highly organized with the ability to effectively prioritization. Comfortable leading through ambiguity and strong critical thinking skills. 

• Flexibility: Schedule flexibility is critical as role may require nonstandard working hours. 

• Consistent exercise of independent judgment and discretion in matters of significance. 

• Other duties and responsibilities as assigned.

Employees at all levels are encouraged to:

• Understand our Operating Principles; make them the guidelines for how your job is done.

• Lead the customer experience - think and act in ways that put our customers first and give them seamless digital options at every touchpoint.

• Know your stuff! - Be hardworking learners, users and advocates of our groundbreaking technology, products, and services, especially our digital tools and experiences.

• We win as a team! - Make big things happen by working together and being open to new insights. Get results and growth.

• 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 and helping us elevate opportunities to do better for our customers.

• Respect and promote inclusion & diversity. Do what's right for each other, our customers, investors, and our communities.

Disclaimer:

This information has been crafted to indicate the general nature and level of work performed by employees in this role. It is not crafted to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications.

Comcast is an EOE/Vet