CX Ambassador
Comcast brings together the best in media and technology. We drive innovation to create the world's best entertainment and online experiences. As a Fortune 50 leader, we set the pace in a variety of innovative and fascinating businesses and create career opportunities across a wide range of locations and disciplines.
We are at the forefront of change and move at an amazing pace, thanks to our remarkable people, who bring cutting-edge products and services to life for millions of customers every day. If you share in our passion for teamwork, our vision to revolutionize industries and our goal to lead the future in media and technology, we want you to fast-forward your career at Comcast.
Job Summary This role includes managing customer escalations, resolving complex issues, and ensuring a positive customer experience while driving continuous process improvements. It also focuses on leveraging technology, productivity tools, and data-driven insights to enhance customer care strategies and operational performance.
Job Description Responsibilities: If currently (or in the future) located within driving distance to the Philadelphia Headquarters (50 miles or less), may be asked to visit the office to work physical correspondence on a weekly basis Effectively investigate and resolve Core and Xfinity Mobile Unauthorized Charge Disputes in accordance with documented policy.
Provide coaching feedback to submitter as appropriate. Provides customer service with regard to all facets of customer contact, including customer escalations, and operations analysis. Utilizes all available resources including but not limited to - E360, XM360, ACSR, and ECM to complete the aforementioned tasks.
Providing comprehensive customer service support, encompassing all aspects of customer contact and operational analysis Reviewing and recommending improvements to customer service workflows to enhance operational efficiency Analyzing key performance indicators and other metrics to gauge customer service effectiveness Implementing innovative methods and techniques to improve customer service operations Collaborating with management on the development and execution of impactful cost-saving strategies Assisting in the coordination and support of plans aimed at achieving effective and sustainable cost reductions Engaging with cross-functional teams to identify and prioritize customer service enhancements Contributing to the planning and implementation of strategic customer service initiatives to drive organizational goals Participating in the continual assessment and refinement of customer service processes for optimal performance 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. 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. Support a culture of inclusion in how you work and lead. 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. Skills Accountability, Adaptability, Communication, Customer-Focused, Professional Integrity, Relationship Building, Technical Knowledge, Workplace Organization Compensation Base Pay: $28.50 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 to eligible employees. 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. The application window is 30 days from the date job is posted, unless the number of applicants requires it to close sooner or later. 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.
Certifications (if applicable) Relevant Work Experience 2-5 Years Comcast is 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.
Comcast will consider for employment applicants with arrest or conviction records in accordance with the requirements of applicable law, including the San Francisco Fair Chance Ordinance, the Los Angeles Fair Chance Initiative for Hiring Ordinance, the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.
Please note that federal state, or local laws and regulations may restrict or prohibit Comcast from hiring individuals convicted of certain crimes. Additionally, an applicant’s criminal history may have a direct, adverse, and negative relationship on the job duties of this position, which may result in the withdrawal of a conditional offer of employment.