Specialist, Tier 1 Sales Order Support Ops (Call)

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 job entails customer rapport and issue resolution, supporting call center operations through sales and order entry systems. It involves communicating product and service information, resolving complex issues, and fostering internal and external partnerships. The role contributes to team objectives and enhances the overall customer experience.

Job Description

Responsibilities:

• Establishing rapport with customers by ensuring understanding of concerns to minimize repeat contacts 

• Communicating effectively with internal and external customers, taking ownership of issues and providing clear, informative solutions 

• Supporting order entry and sales for call center agents, utilizing systems like CSG and XOE for efficient processing 

• Handling escalated customer scenarios, applying sales and order entry experience to assist call center representatives 

• Interpreting and explaining information regarding products, services, policies, and  promotions to customers as needed 

• Building partnerships internally and externally to collaboratively resolve complex customer service issues 

• Tracking and resolving complex issues, providing timely updates and closure information to customers and teams 

• Assisting in the development and execution of team objectives to align with customer experience goals 

• 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.

Additional Job Description:

Serves as the single point of contact, subject matter expert, and real-time support via inbound calls/chat handling Advanced sales/order entry support and processing for all residential sales channel professionals in Academy, Inbound Sales, Retail (Company-Owned & Branded Partner), Communities, Field Sales Channels and more  

A successful candidate will thrive in a fast-paced environment with quickly shifting priorities and be committed to delivering a world-class customer experience.    

The ideal candidate will have ACSR/CSG Residential Billing system proficiency and experience with order entry.  
 

Duties & Responsibilities  

• Acts as a single point of contact and subject matter expert for the internal customer, handling all advanced support for the CSO – Sales Order Support organization with a sense of urgency, ownership, and accountability through resolution.  

• Order Entry processing and order flow-through support for agents and field sales professionals  

• Interpret, translate, explain, and provide applicable, accurate, and appropriate information concerning products and services, equipment, policies and procedures, account status, marketing promotions, campaigns, serviceability, service problems, and more, as needed.  

• Effectively communicate information, verbally, and in writing in a clear and informative manner and take appropriate ownership and accountability of customer issues and concerns, minimizing the need for future contacts  

• Efficiently follow the established call flow (Catalyst) to handle a high volume of transactions and meet quality expectations.  

• Build a professional rapport with sales professionals by addressing their support needs within prescribed policies and processes.  

• 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.  

Sales Order Support fosters a positive team environment focused on enhancing Customer Experience and Growth, Employee Experience and Organizational Health Excellence, and Operational Excellence, enabling employees to maximize performance, progress their careers, and become promoters and advocates of the company.    

• Culture Champion: Be a culture champion and promote a "want to work" environment.  Develop authentic and caring relationships with all team members while inspiring motivation.    

• Customer Advocate: Creates an environment that fosters teamwork, accountability and positively impacts the customer experience. Provides input as well as communicates company strategy and motivates themselves toward achieving the company vision.   

• Execution Excellence: Effectively analyzes situations to gain understanding and make sound, timely decisions that factor in costs, risks, and impact on employee and customer experience. Takes action to achieve resolution(s) despite ambiguity.  

Additional Requirements:   

• Availability to work any variety of shifts between the hours of 7:50am-12:15am (ET) Sun-Sat; Must be able to work nights and weekends, variable schedule(s), and overtime as necessary   

• Demonstrates the ability to work independently with little or no supervision 

• Meet scorecard productivity/quality metrics.      

• In a virtual environment, Comcast requires a minimum of 100mbs which is capable of being hard-wired into the provided equipment, either through a direct wall input or your router, have a quiet work area in a location that provides privacy from other people, activities, and noise, a steady work surface, comfortable chair and adequate lighting.  

• Must adhere to all established National Virtual Employee Policies and Guidelines.    

Skills

Communication, Customer Rapport, Customer Service

Compensation

National Pay Range: $15.44 USD-$36.19 USD Illinois Pay Range: $16.40 USD - $31.84 USD Colorado Pay Range: $17.37 USD - $33.29 USD Hawaii Pay Range: $20.26 USD - $30.40 USD Washington DC Pay Range: $22.19 USD - $33.29 USD Maryland Pay Range: $18.33 USD - $33.29 USD Minnesota Pay Range: $17.37 USD - $30.40 USD New York Pay Range: $18.33 USD - $36.19 USD Washington Pay Range: $17.37 USD - $34.74 USD New Jersey Pay Range: $19.30 USD - $34.74 USD Vermont Pay Range: $18.33 USD - $28.95 USD Massachusetts Pay Range: $19.30 USD - $34.74 USD Virginia Pay Range: $17.37 USD - $33.29 USD Maine Pay Range: $17.37 USD - $28.95 USD California Pay Range: $17.37 USD - $32.17

Comcast intends to offer the selected candidate base pay within the posted range for this role at the time of posting dependent on job-related, non-discriminatory factors such as experience. 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

High School Diploma / GED

Certifications (if applicable)

Relevant Work Experience

7-10 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.