Specialist 3, Customer Service Operations, Security Solutions

Comcast • Plano, TX

1d

About The Position

This job is responsible for formulating and implementing Customer Care Operations policies and setting performance standards. It involves creating strategies that integrate technology and tools to improve service quality. The role focuses on driving revenue and refining departmental processes. Comcast Business offers a suite of Connectivity, Communications, Networking, Cybersecurity, Wireless, and Managed Solutions to help global organizations of all sizes prepare for what’s next. Powered by the nation’s largest Gig-speed broadband network and backed by 24/7 customer support, Comcast Business is the nation’s largest technology provider to small businesses and one of the leading service providers to the Enterprise market. Comcast Business has been consistently recognized by industry analysts and associations as a leader and innovator, and one of the fastest growing providers of Ethernet services.

Requirements

• Ability to communicate technical security concepts to both technical and executive audiences.
• Proven experience managing sensitive customer conversations with professionalism and confidence.
• Exceptional verbal communication and presentations skills in high visibility environments.
• Bachelor's Degree or equivalent combination of coursework and extensive related professional experience.
• 5-7 Years Relevant Work Experience

Nice To Haves

• Experience with Sentinel 1 and Rapid 7

Responsibilities

• Leads customer-facing calls that provide security related details to the customer's environment.
• Designing and executing process improvements, policies and performance standards.
• Providing routine reports and analysis of Key Performance Indicators and other operational metrics to inform strategic decisions
• Evaluating and adopting innovative methods and techniques to enhance operational effectiveness in customer service.
• Offering leadership and expertise in all aspects of customer contact and operational analysis to drive customer service excellence
• Coordinating with various teams to support the execution of strategic plans aimed at improving customer service outcomes.
• Leading cross-functional initiatives to streamline customer service processes and improve the customer experience
• Conducting thorough assessments of customer service operations to identify areas for continuous improvement.
• Consistent exercise of independent judgment and discretion in matters of significance.
• Regular, consistent and punctual attendance.
• Must be able to work nights and weekends, variable schedule(s) as necessary.
• Other duties and responsibilities as assigned.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Number of Employees: 5,001-10,000 employees