Mount Laurel, NJ, United States
Sep 09, 2021
Dec 23, 2021
Comcast Business offers technology solutions ranging from Ethernet, internet, and WiFi connectivity to voice, television, and managed Enterprise solutions to power businesses of all sizes to perform better. From small businesses to mid-market and large Enterprise organizations, Comcast Business serves business customers across the country. Powered by an advanced, Gig-speed network and backed by 24/7 technical support, Comcast Business is one of the largest contributors to the growth of Comcast Cable. The organization is the nation's largest cable provider to small and mid-size businesses and has emerged as a force in the Enterprise market, recognized by leading industry associations as one of the fastest growing provider of Ethernet services.
The Sales Support Consultant provides support for Comcast Business Federal Government and Enterprise Solutions customers by accepting, reviewing and processing Federal Government and Enterprise Service customer orders. This position acts as a liaison between Sales and Order Management / Service Delivery. Emphasis is placed on ensuring the quality of the order/transaction is in compliance with predefined parameters.
Receive orders from Sales and utilize OA/SA Checklists & OPE Tasks to ensure the orders are completed per Standard Operating Procedures (SOPs).
Ensure that acceptance and OPE tasks are completed in accordance with SLAs.
Ensure the quality of the orders/transactions is in compliance with predefined parameters.
Ensure Sales are using proper forms, with all required signatures, MRC's, NRC's and applicable ICB elements (if needed).
Hand-off clean order package to Order Management for processing.
Respond to Sales inquiries via phone or email, as needed.
Work independently with a strong ability to manage multiple and/or changing priorities while consistently meeting set deadlines.
Escalate as necessary to resolve issues.
Perform other duties as assigned.
Maintains current information on Comcast products, services, equipment and marketing promotions.
Conducts clerical research which requires an understanding of departmental programs, policies and procedures.
Researches, processes and manages customer escalations.
Responds to and resolves basic account calls and/or escalates non-technical issues for all accounts to the Product Sales Support Supervisor.
Provides timely feedback to the appropriate Sale Representative to ensure account satisfaction.
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.
Proficiency in PC use including Microsoft Office suite of products.
Strong written and verbal communication skills.
Ability to resolve issues.
Ability to maintain enthusiasm and positive attitude.
Experience/knowledge of Comcast systems a plus.
Relevant Work 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. 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 the big milestones and in your everyday life. Please visit the compensation and benefits summary (https://jobs.comcast.com/life-at-comcast/benefits) on our careers site for more details.