Comcast Careers


Naperville, IL
Telecommunications (Telecommunications)

Job Description

Business Unit:


Responsible for providing management and oversight of Comcast Business MES orders and/or all associated SMB product 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. Works with moderate guidance in own area of knowledge.

Core Responsibilities:

  • Establishes and manages to dates required for on-time completion of network and/or product activations and evaluates the impact of change on the overall installation timeline.
  • Identifies and escalates risks, issues, and gaps that could impact timelines, goals, and installation of network and/or 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 the accuracy of product orders.
  • Consistently meets organizational scorecard, productivity, and quality metrics.
  • Supports multilocation customers with multiple services at each location by managing the installation of the customer's services.
  • May support one or more MES products, including associated SMB products during installation of services.
  • May support order management, task management, and special project functions as required.
  • Serves as primary contact with the customer and IT/technical personnel/vendor/reseller.
  • Consistently meets organizational scorecard, productivity, and quality metrics.
  • May interface with customers in regards to their MES products during the installation of services.
  • May support the delivery of standard product offerings or MACDs (i.e., moves, adds, changes and disconnects).
  • 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 the ability to maintain effective customer, business, and field relationships. Demonstrates the ability to manage conflicts and collaborate cross-functionally.
  • Demonstrates the ability to make decisions, negotiate, and solve problems.
  • Acts as a single point of contact for customer initiatives and escalations during the order management lifecycle.
  • Understands construction dependencies including HFC, 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.
  • Understands voice services.
  • Balances competing priorities, maintains consistent attention to detail, and adapts quickly in a dynamic environment.
  • Able to manage orders that require technical knowledge.

Preferred Qualifications:

  • Working knowledge of Excel, SalesForce, Workbench, CSG, and Singleview.
  • Previous Comcast Business Enterprise Customer Care/Operations experience highly preferred

Education Level Bachelor's Degree or Equivalent

Years' Experience-Generally requires 2-5 years related experience.

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 and be enthusiastic learners, users, and advocates of our game-changing technology, products, and services, especially our digital tools and experiences.
  • Win as a team,makes 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 callbacks 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.

Comcast is an EOE/Veterans/Disabled/LGBT employer