Comcast Careers

Customer Account Exec - Supervisor

Voorhees, NJ
Customer Care (Customer Care - Call Center)


Job Description

Business Unit:

Comcast's Technology & Product organization works at the intersection of media and technology. Our innovative teams are continually developing and delivering products that transform the customer experience. From creating apps like TVGo to new features such as the Talking Guide on the X1 platform, we work every day to make a positive impact through innovation in the pursuit of building amazing products that are enjoyable, easy to use and accessible across all platforms. The team also develops and supports our evolving network architecture, including next-generation consumer systems and technologies, infrastructure and engineering, network integration and management tools, and technical standards.



Job Summary:
Leadership role responsible for coaching, inspiring, motivating,
guiding, and developing a team of customer experience agents that are
focused on retaining customers who request to disconnect or downgrade
services. Fosters a positive team environment that enables employees to
maximize performance, progress their careers and become a promoter and
advocate of the company. Customarily and regularly directs the work of
at least two or more full-time employees or their equivalent.

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Core Responsibilities:
- Coaching: Provides daily coaching and feedback to team members, who
are focused on retaining customers who request to disconnect or
downgrade services, by inspiring trust, encouragement, motivation and
accountability. Creates coaching plans in a feedback-rich environment.
- Change Management: Acts as change management liaison and change lead
in communicating important business initiatives. Communicates messages
to team in a positive manner that conveys connection to the business
strategy, customers and employees.
- Employee Leadership: Promotes positive employee relations by fostering
a team environment of open communication, approachability and fair and
consistent treatment of all employees within a workforce dedicated to
diversity.
- Customer Advocates: Responds to customer escalations to understand
issues and offer helpful solutions in driving customer satisfaction.
- Organizational Excellence: Monitors performance levels and team member
activities, administers all company policies; takes appropriate action
as necessary supporting an employee and customer-centric organization.
- Recognition: Celebrates and reinforces employee successes through
recognition and promotion.
- Career Advisor: Encourages career development with each team member
through the creation and management of individual development plans.
- Group Champion: Facilitates routine huddles with the team focused on
improving the employee experience and the customer experience, while
also attempting to retaining customers who request to disconnect or
downgrade services. Develops action plans as appropriate based on
employee feedback.
- Flexibility: Schedule flexibility is critical as role may require non-
standard working hours. Requires regular, consistent and punctual
attendance. Must be able to work nights and weekends, variable schedule
(s) as necessary.
- As with all leadership roles there will be other duties and
responsibilities as assigned. Highly organized with the ability to
effectively manage multiple priorities. Comfortable managing through
ambiguity and strong critical thinking skills. Works collaboratively,
demonstrates excellent time management skills, and consistently
exercises independent judgement and discretion in matters of
significance.

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Job Specification:
- Bachelors Degree or Equivalent
- Business
- CSG Experience
- Generally requires 4-7 years related experience



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Comcast is an EOE/Veterans/Disabled/LGBT employer and all qualified applicants will receive consideration for employment without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex or any other legally protected category.





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Comcast is an EOE/Veterans/Disabled/LGBT employer and all qualified applicants will receive consideration for employment without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex or any other legally protected category.