Xfinity Service Associate

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 providing world class customer service to our Xfinity Communities property and homeowners association boards. Works with moderate supervision/guidance. Owns the customer experience from beginning to end and has a do whatever takes attitude.
Job Description
Job Specifications:
Location: On-Site at Comcast 7201 North Federal Highway, Boca Raton, FL

• Hours: Monday through Friday, 8- 5

Active Skills and Knowledge Needed for this position:

• Ability to own the customer experience.
• Efficiently and consistently manage all customer inquiries, provide resolution, and meet service level agreements.
• Ability to consistently use etiquette in communications to internal and external customers.
• Ability to utilize Einstein 360, CSG, ECM tool, Salesforce, and a ticketing help system.
• Ability to utilize the telephone, emails, ER One Tickets, and MySupportTickets.

Job Description
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 functional groups to ensure order flows appropriately.
• Meet scorecard productivity/quality metrics.
• Work on projects as assigned.
• Lead huddles with teams as assigned.
• Regular, consistent, and punctual attendance. Must be able to work nights and weekends, variable schedule(s), and overtime.
• Other duties and responsibilities as assigned.

What You Can Expect:

• An encouraging and casual yet professional work environment with chances to showcase your skills.
• A culture of innovation and continuous learning.
• Training, support, and mentoring to expand and evolve your expertise.
• For more information into our culture, check out: https://jobs.comcast.com/meet-comcast/our-culture

About Our Perks & Benefits:
We are determined to create an environment where our employees feel valued, understand our business goals, and are motivated.
Here is a look at some of the rewards and benefits we make available to our employees:

• Medical & Dental start day one.

• 401(k) Savings Plan.
• Life Milestones - from adoption assistance, childcare resources, pet insurance, and more, Comcast supports you at all life stages.
• Xfinity Services - We offer all employees in serviceable areas discounted digital TV and internet.
• Free tickets to Universal theme parks!

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 from beginning to end by answering phone calls and emails. This includes managing all customer inquiries and providing resolution and/or update within 24 to 48 hrs. (to the customer). In cases where other depts/parties participate in the resolution, follow up with a sense of urgency, until final resolution is met.
• Maintain the highest level of professionalism and etiquette through all forms of communication to both internal and external customers.
• Know your stuff - be enthusiastic learners, users and advocates of our game-changing technology, products, and services, especially our digital tools and experiences.
• Consistently utilize the tools available on Every Customer interaction such as Einstein 360, CSG, ECM tool and Salesforce. Document pertinent customer concerns via the ticketing system for tracking purposes.
• Track, resolve, and support all inquiries from Bulk Masters coming through the various escalation queues. This includes but is not limited to emails, phone calls, ER One Tickets, My Support Tickets. Follow through with business partners until customer issue is fully resolved and follow up with customer by providing a response within 24-48 hours, using ticketing system (My Support).
• Win as a team - make big things happen by working together and being open to new ideas.
• Support the Florida Region Xfinity Communities leadership team with all inquiries, research, audits, and reporting requirements as the business needs dictate. Follow through until complete resolution.
• 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 is 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.
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 benefits summary on our careers site for more details.
Education
High School Diploma / GED
Certifications (if applicable)
Relative Work Experience
2-5 Years
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, genetic information, or any other basis protected by applicable law.