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 the facilitation of Business Class customer orders from order submission through installation. Works with moderate supervision/guidance. Is accountable for individual results and impact on team. As an Coordinator 2, you will be part of the MDU Finance and Operations team supporting the Communities Sales channel. This team manages the full customer lifecycle of our gated-communities customer base. The Coordinator will be a critical member of the HOA Phone Support Team. The ideal candidate will provide exceptional assistance to HOA's and Board Members, in addressing inquiries related to billing, services, technical issues, rate increases, contract renewals, and service outages. This role is crucial in ensuring customer satisfaction and fostering a positive relationship between the HOA and Comcast.

Job Description

Key Responsibilities: 

• Customer Assistance: Respond to incoming calls from HOA's regarding billing inquiries, product and service information, and technical support.
• Issue Resolution: Troubleshoot and resolve issues related to service outages, rate increases, and contract renewals in a timely and professional manner.
• Billing Support: Provide clear explanations of billing statements, payment options, and any discrepancies, ensuring customers understand their accounts.
• Documentation: Accurately document all customer interactions and resolutions in the customer support system to maintain detailed records.
• Collaboration & Communication: Work closely with other departments to escalate and resolve complex issues effectively, ensuring seamless service delivery.
• Product Knowledge: Stay informed about Company policies, services, and any changes to ensure accurate information is provided to customers.
• Customer Education: Assist customers in understanding Comcast policies and procedures, empowering them to make informed decisions about their services.
• Feedback Collection: Gather customer feedback to help identify trends and areas for improvement in services and support.

Required Skills:

• Experience: Previous experience in customer service or phone support, preferably in the HOA or Property Management sector.            
• Communication Skills: Excellent verbal and written communication skills with the ability to convey information clearly and empathetically.            
• Problem-Solving: Strong analytical and problem-solving skills to address customer concerns effectively.            
• Technical Skills: Familiarity with customer support software, Billing application and basic technical troubleshooting.            
• Team Player: Ability to work collaboratively with colleagues and departments to enhance the customer experience.            
• Attention to Detail: High level of accuracy in data entry and documentation.  
• Analytical Skills: Strong problem-solving abilities and attention to detail with a knack for interpreting data. Ability to identify problems, think critically, and develop solutions based on data analysis.            
• Organizational Skills: Ability to manage multiple tasks and projects, prioritizing effectively to meet deadlines.            
• Professional presence and etiquette: comply with the business policies in place that guide behavior and facilitate respectful and effective interaction in the workplace.            

Core Responsibilities
Ensure contracts meet all submission criteria and compliance requirements and approve or reject contracts as appropriate.
Review contract and validate services with customer to ensure accuracy.
Serve as primary interface with identified customer IT/technical personnel/vendor/VAR.
Navigates through multiple systems to build, track and monitor orders. Interface with various levels of sales, operations, engineering and other function