Customer Support Manager, Carrier Services (Business Operations)

Philadelphia, PA, United States

Comcast Business offers technology solutions ranging from Ethernet, internet, and WiFi connectivity to voice, television, and managed Enterprise solutions to power businesses of all sizes to perform better. From small businesses to mid-market and large Enterprise organizations, Comcast Business serves business customers across the country. Powered by an advanced, Gig-speed network and backed by 24/7 technical support, Comcast Business is one of the largest contributors to the growth of Comcast Cable. The organization is the nation’s largest cable provider to small and mid-size businesses and has emerged as a force in the Enterprise market, recognized by leading industry associations as one of the fastest growing provider of Ethernet services.

Job Summary

The Customer Support Manager is responsible for development and implementation of Customer Care Operations policies, procedures and performance standards for the Carrier Services department. Creates effective customer care strategies to include: technology, productivity tools, service quality, revenue and departmental processes. Has in-depth experience, knowledge and skills in account management and providing cross-functional support both internally and externally. Role will be hybrid (four days per week in-office) at the Comcast Philadelphia Headquarters.

Job Description

Core Responsibilities

Supports administrative installation and order management functions for the Cell Backhaul line of business.

Interfaces with multiple internal stakeholders (including sales and engineering) and external Carrier customers to ensure all parties are updated throughout the installation process.

Build and maintain internal stakeholder and external Carrier customer relationships.

Work effectively with downstream teams, process contracts & quotes, follow-up with customer billing.

Performs a variety of order management functions and works within basic project management parameters.

Designs and implements process improvements in partnerships with related departments to maximize resources and improve operational efficiencies.

Provides reports and analysis of Key Performance indicators and other operational metrics on a routine basis.

Assists leadership in the identification, prioritization, planning development, coordination, support and execution of high impact plans for effective and sustainable cost savings.

Evaluates and implements new methods and techniques for operational improvement.

Provides customer service leadership with regard to all facets of customer contact and operations analysis.

Consistent exercise of independent judgment and discretion in matters of significance.

Manages own work priorities and acts as a resource for colleagues with less experience.

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.

Preferred Experience With The Following Tools/Systems

MS Office (Excel)

Salesforce

SFDC

Pramata

ASAPs

SingleView On Demand

Century

CCOM

Connected2 Fiber

DROM

NNI Tool

OBI Reporting

VFO

P2

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.

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

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. 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.

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