Service Coordinator

Comcast•Laurel, MD

3d•$20 - $30

About The Position

This job is focused on building and managing technician schedules to ensure appointment availability and adherence to service level agreements. It involves coordinating with leadership, updating field information, and direct customer contact as necessary.

Requirements

Communication
Customer Experience (CX)
Customer Service
Scheduling
Service Levels
2-5 Years Relevant Work Experience
High School Diploma / GED (Required)

Responsibilities

Coordinating and administering field technician schedules to build and manage quota in accordance with management directives and service level agreements
Supporting the daily planning and entry of labour quotas to fulfil work order volumes for internal and partner technicians
Utilizing workforce management systems to construct and oversee technician quotas effectively
Ensuring reallocation and assignment of field technicians across different management areas as required
Managing work order volumes and adjusting quotas to reduce customer appointment scheduling delays
Collaborating with field leadership to manage technician scheduling, aiming to meet service objectives and adhere to policy guidelines
Developing and distributing reports to support leadership in achieving business objectives
Leveraging ticketing systems for communication, documenting progress, and ensuring quality-aligned escalation management
Maximizing the use of company technology and support tools in line with business processes
Assisting field leadership with staffing plans and shift bids to optimize field operations
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.
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.
Support a culture of inclusion in how you work and lead.
Do what's right for each other, our customers, investors and our communities.