Job Summary
Responsible for providing management and oversight of business Advanced Voice, Ethernet and/or all associated SMB project offers from order submission through installation. Provides first line customer support regarding information contained in each order, communicates with internal departments to ensure order accuracy and management of escalations, and works with vendors and team to establish and achieve goals. Has in-depth experience, knowledge and skills in own discipline. Usually determines own work priorities. Acts as resource for colleagues with less experience.Job Description
Core Responsibilities
- Establishes and manages to critical dates required for on time completion of network and/or product activations and evaluates impact of change to the overall installation timeline.
- - Identifies and manages risks, issues, and gaps that could impact timelines, goals, and installation of services; develops, triggers, and manages mitigation plans for installation of services.
- - Plans agendas for and facilitates required meetings; prioritizes and drives cross-functional activities as related to the installations being managed, and develops and manages communications, summary reports, and status for various audiences; provides accurate installation status information in the form of formal briefings, program/project coordination meetings, and written/graphical reports.
- - Collaborates with various levels of sales, operations, engineering, and other functional groups to ensure orders flow appropriately and accurately through completion.
- - Reviews sales contracts and validates services with customers to ensure accuracy of product orders.
- - Provides guidance to other team members on matters of process, procedure, and organizational compliance; proactively identifies opportunities for improvement in processes and procedures and recommends solutions.
- - Consistently meets or exceeds organizational scorecard, productivity and quality metrics.
- - Supports multi-location customers with multiple services at each location by managing the installation of the customer's services.
- - Serves as primary contact with customer and IT/technical personnel/vendor/reseller.
- - Supports multiple products within Advanced Voice and Ethernet, including associated SMB products during installation of services.
- - May interface with customers in regards to their products during installation of services.
- - May be focused on the delivery of standard product offerings or MACDs (i.e., moves, adds, changes and disconnects).
- - May develop standards, processes, and procedures utilized by members of the 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) as necessary.
- - Other duties and responsibilities as assigned.
Minimum Qualifications
- - Demonstrates ability to maintain effective customer, business and field relationships. Demonstrates ability to manage conflicts and collaborate cross-functionally.
- - Demonstrates ability to make decisions, negotiate, and solve problems.
- - Act as a single point of contact for moderate to large customer initiatives and escalations during the order management lifecycle.
- - Understands construction dependencies including fiber builds, structured cabling, permit dependencies, and right of entry.
- - Understands data services and solutions including dynamic routing (e.g., Border Gateway Protocol), static routing, and IP address allocation, and topologies (e.g., Point-to-Point, MPLS, etc.).
- - Understands voice services including PRI, SIP and hosted PBX.
- - Balances competing priorities, maintains consistent attention to detail, and adapts quickly in a dynamic environment.
- - Able to manage orders that require advanced technical knowledge.
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 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.
Skills:
Risk Management and Mitigation; Strategic Objectives; Manage Resources; Time Management; Communication; Self-Organization (Business); Project Planning
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 to eligible employees. 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 on our careers site for more details.
Education
Bachelor's Degree
While possessing the stated degree is preferred, Comcast also may consider applicants who hold some combination of coursework and experience, or who have extensive related professional experience.
Relevant Work Experience
5-7 Years