Sr. Specialist- CXSO Incident Management

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 oversight of all National/Divisional incident concerns while supporting the organizations' vision, mission, and customer access strategies. Serves as a liaison and contact for supporting internal and external vendor relationships. Analyzes customer call trends, service level performance and potential anomalies based on patterns. Has in-depth experience, knowledge and skills in own discipline. Usually determines own work priorities. Acts as resource for colleagues with less experience.

Job Description

Core Responsibilities
Provides command and control of incident management for the Care organization and advocates for the customer experience.
Ticket Management – facilitates tracking, follow-up, escalation, and communication to the team for all escalations resulting in ticket creation.
Assists with and compiles reporting for daily Realtime Reports as needed for Weather/Disaster Recovery.
Continuously monitors customer care performance across the Company footprint, vendor partners and National programs.
Demonstrates proficient verbal and written communication skills. Active and timely responses to inquiries via email/MS Teams/slack and phone.
Opens and operates incident management bridge calls to coordinate efforts which result in mitigation.
Compiles, distributes, and analyzes daily, weekly, and monthly performance reports.
Prepares and reviews analyses from Divisional/National programs for outliers contributing to a negative customer experience.
Daily determination and processing of Best Efforts (BE) Hours submitted by our business partners.
Assists as needed with Text-Em-All SMS Alerts for National, Divisional, and critical event outages.
Partners with subject matter experts to determine potential call routing concerns.
Understands, organizes, and disseminates technical information to peers and stakeholders.
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 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.
Support a culture of inclusion in how you work and lead.
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.

Skills

Cross-Functional Teamwork, Data Analysis, Microsoft Office

Compensation

Comcast intends to offer the selected candidate base pay dependent on job-related, non-discriminatory factors such as experience. Base pay is one part of the Total Rewards that Comcast 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, Comcast provides best-in-class Benefits to eligible employees.  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 provi