Technical Logistics Coordinator
Livermore, CA

Job Description

Business Unit:

Military Experience Welcome!

Benefits for new hires start on Day 1

Job Summary:

Responsible for resolving high level, escalated customer problems/complaints promptly and efficiently. You will own the customer experience from cradle to grave. This position is an Advanced CommOps agent who will need to understand order errors, provisioning challenges and be analytical in nature to research accounts and be resourceful in seeking out solutions. Typical complaints are problems that may put a job or customer in jeopardy, and are received through a variety of sources. Exercises sound judgment, and acts responsibly in the customer's and the company's interest.

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 and diversity
* Do what's right for each other, our customers, investors and our communities

Primary Responsibilities:

* Facilitates and works on customer jobs that are not completed on the scheduled date, which includes contacting customers, Area management and Contractor management.
* Responsible for being an ambassador of creating a positive customer experience which means staying in consistent contact with customers
* Processes Care and Retention escalations that are defined as critical to customers and the company
* Confirms, define and review Not Home processes to ensure customer requests are met as frequently as possible
* Responsible for advance pool scrubbing
* Contractor liaison for SRO and Disconnect activity.
* Build Work Orders and be able to follow process for customer consent
* Collects complaint information from all sources such as, but not limited to, email, regular mail, and voicemail.
* Takes incoming calls and referrals from field staff in an effort to assist the technicians in completing their jobs.
* Determines the problem: product, billing, undelivered or undeliverable product or service.
* Determines requirements to resolve the problem. Coordinates internal and external resources as needed: field staff, customer care centers, local systems, corporate and other departments and workgroups to troubleshoot and resolve issue.
* Examines records including bills, subscriber account histories, remedy tickets, billing, trouble ticketing systems, and related documents.
* Alerts management about recurring customer impacting issues.
* May assist in the development and implementation of new processes, procedures and systems to improve customer service by providing necessary reports and information to management.
* Customer escalation resolution for VIP customers.
* Regional responsibility for resolving damage claims and delivering a world class experience to the customer.

Core Responsibilities:

* Handles and resolves escalated customer issues in a timely manner. Provides ongoing feedback relative to the existing M&Ps, inclusive of recommendations for process improvement.
* Processes escalated tickets from frontline and leaders in the Care organization and acts as liaison to downstream fix agents.
* Responsible for updating, resolving, and closing customer reported tickets received via the escalation ticketing system that require Field, Plant or XOC response and/or resolution.
* Assesses, assigns or resolves pending work orders to facilitate expedited customer resolution based on guidelines.
* Addresses work tickets based on priority and resolves or advances the issue within stated guidelines.
* Uses trouble ticketing system to accurately document customer issues, customer interactions, fix agent results and resolution. Records resolutions utilizing appropriate codes within the system.
* Performs advanced troubleshooting steps inclusive of utilizing tools such as Grand Slam, TTS LOQs, etc in an attempt to resolve customer issues without a truck roll or other fix agent assignment. Resolves customer issues through troubleshooting procedures and documents and closes out billing system order and escalation ticket.
* 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.

Job Specification:

* High School or Equivalent
* Generally requires 5-7 years of experience

Additional Requirements:

* Prior EROne experience and knowledge required
* Must have prior background dealing with escalated customers
* Must have a High School Diploma or GED
* Must have a minimum of 2-3 years in a Lead or Advanced Customer Account Executive role. 5-7 years relevant customer service experience in a high-contact, service-related environment is preferred
* Must have extensive experience and at least an Intermediate proficiency in CSG. Workforce Express (WFX) experience is a plus.
* Must possess at least an intermediate proficiency level in Microsoft Excel, Outlook, PowerPoint and Word
* Advanced proficiency level in Excel, Outlook & Word is a plus.
* Must have proven analytical and problem solving skills
* Must have excellent verbal and written communication skills with excellent active listening skills
* Must have a strong customer service orientation with a demonstrated ability to multi-task.

Physical Requirements:

* Must operate a keyboard, mouse, computer and phone for extended periods of time
* Must communicate verbally with customers and internal and field staff on the phone.
* Must sit prolonged periods of time in front of a computer monitor

Comcast is an EOE/Veterans/Disabled/LGBT employer