Comcast Careers

Order Management Coordinator (SDPC)

Centennial, CO
Customer Care (Customer Care - Call Center)

Job Description

Business Unit:

Military Experience Welcome!
Job Summary:
This position will play a key role in the growth and expansion of Advanced Voice and Data products for Comcast Business Services. This position will support the sale of Voice and Data based services across sales channels ranging from SMB to Enterprise sized customers. The individual in this role is primarily responsible for providing guidance to our sales professionals and technical sales support throughout the order submission process. This includes verifying order accuracy and working with the appropriate sales teams to prepare an order for submission to provisioning. Working as part of the sales support team, this individual will be responsible for assisting in the preparation and delivery of customer contracts and supplemental order paperwork, acting as the subject matter expert (SME) in order acceptance requirements for all product/service offerings related to Advanced Products and driving the sales cycle to closure. Key areas of focus will include: providing guidance and counsel throughout the order submission process, assuring complete and accurate documentation and contract paperwork in support of complex agreements, working with the customer to ensure that their order accurately reflects what the contract states, and working with the Project Management team to ensure that the submitted order is accepted. This role requires the ability to manage orders both internally and externally from closed sale to order acceptance. Ongoing consultation with the sales and engineering teams after the sale is closed will be critical to ensure ongoing satisfaction with Comcast and its products.

Primary Responsibilities:
-Drive sales through order submission support, providing guidance to Comcast Business Services sales professionals, voice & data services to mid-size and large businesses and government, education and medical institutional clients. Through ensuring accuracy of orders, support driving sales closure to shorten the sales order acceptance cycle and ensure sales goals and objectives are achieved. Demonstrate operational knowledge of the latest Comcast products and services.
-Analyze customer order requirements to confirm how Comcast products and services can be applied to meet their needs and solve their problems. Ensure that the design of the solutions for the customer meet their business requirements. Assist customer with paperwork and contract requirements to prepare their order for submission to provisioning. Maintain industry awareness and keep up with current telecommunication environment news.
-Collaborate with sales engineering, project management, and service delivery teams to complete all required elements of order acceptance tasks. Assure Comcast and customer installation readiness.
-Accurately manage order workload in various tools. Maintain regular updates and statuses of orders. Follow established guidelines while maintaining healthy relationships with other groups.

Core Responsibilities:
-Ensure order coordination, verification and corrections are completed within defined service level agreements.
-Work with the senior sales team to ensure customer orders are processed appropriately.
-Assist with incubating process for new products during the early phases of introduction.
-Manage strategic accounts.
-Work cross functionally with advanced technical support teams to manage escalation mailboxes and ensure timely and accurate resolution within defined Service Level Agreements.
-Provide order support and coordination for advanced voice and data services including the small business, mid-market and Enterprise channels.
-Meet defined scorecard productivity/quality metrics.
-Ensure contracts meet all submission criteria and compliance requirements and approve/correct or reject contracts as appropriate.
-Review contract and validate services with customers to ensure accuracy.
-Serve as primary interface with identified customer IT/technical personnel/vendor/VAR.
-Navigate 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.
-Identify opportunities for improvement and recommend solutions.
-Provide advanced technical support for multi-location customers.
-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.

Additional Requirements:
-Current Comcast Business Order Management experience highly preferred.
-Experience in order entry/support role in the telecommunications industry (Ideally CLEC background with strong voice and data expertise-including PRI, Metro Ethernet, and Fiber based products).
-Strong ability to engage with the customer, internal Comcast teams, and carriers as needed. Must be willing to perform escalations by both phone and email.
-Experience with order management and order tracking.
-Ability to pull Customer Service Records (CSR's) for customers and familiarity with other LEC policies for Local Number Portability.
-Perform Customer Review phone calls ensuring the order accuracy relative to: # of channels/trunks, # of DID/DOD blocks, Toll-free with DNIS digits, FAX lines and Alarm lines, Directory Listing, Contact information, and other key product configuration details.
-Ability to explain to customer how we deliver solutions and what their options on the order form represent.
-Ability to partner with various teams within Comcast to drive the acceptance of a clean order and ensure a great Comcast customer experience.

Skills/Competencies Required:
-Excellent project management skills.
-Strong time management skills and the ability to be a self-starter.
-Successful track record related to supporting complex voice and data solutions.
-Excellent verbal and written communicator with ability to explain technical concepts in simple and understandable terms to a layperson.
-Results driven with focus on goal achievement.
-Ability to create documentation through various software including Microsoft Excel, Microsoft Word, and Adobe Acrobat.
-Proficient in MS Share Point.
-Previous experience with is preferable.
-Must be a team player, able to handle ambiguity, anticipate and react to changes quickly in a fast paced environment.

Job Specification:
-High School Degree or Equivalent
-Generally requires 5-7 years related experience

Comcast is an EOE/Veterans/Disabled/LGBT employer