Job Description

Job Descriptions

Job Summary

Responsible for hiring, developing and overseeing the Customer Service team as well as developing the infrastructure and necessary processes. Provides reports to management regarding operational efficiency, performance issues, recommendations for improvements and customer experience and contributes to design and testing. Establishes procedures and infrastructure to ensure rapid and effective resolution of support cases and chronic or significant complaint or quality issues to maximize efficiency and customer loyalty.

Job Description

Core Responsibilities

* Collaborates across all departments to develop and refine products and drive customer experience initiatives. Manages and coordinates multiple, cross-functional projects simultaneously.
* Oversees a team of managers and directors who manages the Customer Care, logistics, management of applications and consolidating complaints and quality reports.
* Leads all customer relationship management research.
* Communicates and works with the call center to communicate all efforts relating to products and customer relationship management.
* Researches trends and report complaints, product improvement suggestions and other actionable and quantified customer and market feedback to management.
* Ensures key performance metrics, including escalation rates, case resolution times, complaint rates, product launch effectiveness and customer loyalty are met or exceeded.
* Develops, justifies and successfully execute strategic and operating plans and budgets for the Corporate Customer Account Executive team.
* Develops a high performance staff through education, mentoring and providing continual evaluation of employee development and eliminate single points of knowledge. Deploys and maintains the required systems management team.
* 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.

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.

Comcast is an EOE/Veterans/Disabled/LGBT employer.

Education

Bachelor's Degree

Relevant Work Experience

10 Years +

Salary:

Pay Range: $124,901.48 - $187,352.22

Comcast intends to offer the selected candidate base pay within this range, dependent on job-related, non-discriminatory factors such as experience.