Routing Representative Technician Center of Excellence - VIrtual TX

Profile

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 dispatch and routing of customer appointments for both residential and commercial installation and repair work. Responsible for supporting field technician productivity goals by providing overall appointment management. Handles escalation management to support the overall customer experience. This includes assignment of jobs, monitoring all time frames to increase efficiency, and ensuring customer commitments are met. Provides timely internal communication regarding available resources and proactive customer contact related to customer commitments for all scheduled work. Makes direct contact with customers as needed. Works with moderate supervision/guidance. Accountable for individual results and impact on team.

Job Description

Primary Responsibilities

Responsible for providing residential day of job support to field technicians and helping them maximize self-help tools.

Support field technician productivity goals by providing overall appointment and escalation management.

Assign and route jobs and monitor time frames in workforce management system to increase efficiency and ensure customer commitments are met.

Provides timely internal communication regarding available resources and proactively contacts customers as needed.

Owns end-to-end response to escalated problems including ticket processing, documentation, and customer contact.

Core Responsibilities

Create basic work orders and make modifications to task codes.

Interact with technicians via phone and task messaging to answer questions and provide information.

Accurately disposition call and/or task reasons and resolutions, utilizing appropriate dispositioning tool.

Observe and shadow experienced agents to understand context and use of tools and processes.

Provide basic support to technicians using tools such as customer billing systems and internal product knowledge databases.

Learn and practice basic troubleshooting techniques to support common field activities.

Become familiar with company products as well as internal tools and applications.

Learn call management skills, active listening, product knowledge and effective written and oral communications.

Meet or exceed established goals and performance metrics.

Successfully complete required training within established timeframes.

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.

Additional Requirements:

Demonstrates the ability to work independently with little or no supervision

In a virtual environment, Comcast requires a minimum 100mbs speed which is capable of being hard wired into the provided equipment, either through a direct wall input or your router

Must have 'home office' space in your home (See Home Office Requirements below)

Home Office Requirements:

Have a quiet work area in a location that provides privacy from other people, activities and noise

Have a steady work surface

Have a comfortable chair

Adequate lighting

Fast and reliable internet service. If you live within the Comcast footprint, this is largely covered as part of your employee benefits

Must be within 90 minutes of office location

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.

Comcast is proud to be an equal opportunity workplace. We will consider all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other basis protected by applicable law.

Education

High School Diploma / GED

Relevant Work Experience

0-2 Years

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.

Company info

Comcast
Website : http://corporate.comcast.com