Specialist, Customer Fallout Support

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 development and implementation of Customer Care Operations policies, procedures and performance standards for internal partners and third-party vendors. Creates effective customer care strategies to include, technology, productivity tools, service quality, revenue and departmental processes. Has in-depth experience, knowledge and skills in own discipline. Usually determines own work priorities. Acts as a resource for colleagues with less experience.

Job Description

Core Responsibilities

• 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.
• 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.

Minimum Requirements:

• Technical acumen in data tools such as SQL and Tableau, highly preferred.
• Strong knowledge and use of advanced Excel functions, required.
• Experience in process improvement, policy creation, and cross-functional work.

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.

Skills

Analytical Reports, Analytics Insights, Business Reporting, Customer Care, Process Improvements

Compensation

National Pay Range: $47,831.35 USD-$112,104.72 USD

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 provide an array of options, expert guidance and always-on tools, that are personalized to meet the needs of your reality – to help support you physically, financially and emotionally through th