Comcast Voice Work Order Management Coordinator in Centennial, Colorado
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.
Military Experience Welcome!
The Business Work Order Management department is responsible for providing all pre-install activities, ensuring that orders are pre-provisioned and all related activities are in place prior to day of installation. This is a customer facing coordination position providing world class service to small-medium business subscribers who demonstrates an established ability to manage 15 or more orders daily. The coordinator supports the technical and procedural processes that focus primarily on Comcast Business Voice and Telephony Services but also supports Business Video, and High Speed Data. A coordinator works with both internal and external resources, and maintains detailed account work logs. They may also act as a resource for colleagues with less experience.
-Customer facing, account ownership model
-Works ALL ETS functions including National Provisioning Systems and Manual Order Entry.
-Obtains, submits and manages CSRs and LSRs.
-Manages Toll Free Tasks and all associated fallout.
-Manages Directory Listing and all associated fallout.
-Revenue Assurance utilizing vendor portals
-Works across various applications to perform service delivery functions. Application include:
-Cafe360/ GrandSlam/Various Knowledge Bases
-Neustar/PortPS/CenturyLink IMA, Various Carrier GUI's
-Demonstrated proficiency with multiple account assignments, activities and time management
*The above 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.
-Provides pre-setup work to ensure all services are qualified to be installed and ensures FOC/TPV is set up for all lines of business in order to meet the original time frame commitments made to the customer.
-Runs updates and reports to identify and communicate ongoing problems with key personnel to guarantee customer installation. Troubleshoots to avoid truck rolls, if possible.
-Provides coaching documentation to cross-functional areas associated with work order non-compliance and customer impacting order fulfillment.
-Works across various applications to perform service delivery, error resolution, or performs manual work activities to resolve technical and procedural issues.
-Coordinates pre-setup activities with the customer, including appointment reminders and reviews of services to be installed, as needed.
-Creates or cancels work orders in the appropriate billing systems.
-Represents Comcast in a positive, professional manner, working to exceed customer expectations while minimizing the need for further escalation.
-Other duties and responsibilities as assigned.
-Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary.
Education Level:-High School or Equivalent
Years' Experience:-Generally requires 2-5 years related experience
-The ideal candidate will be knowledgeable in managing, planning, tracking, and implementing all pre-install activities, ensuring that orders are pre-provisioned and all related activities are in place prior to day of installation. They will be highly skilled in project completion and coordination in combination with task activities relating to multiple orders.
-They should possess a greatly developed ability to work with cross-functional teams both internally and our vendors.
-The model candidate will manage projects, with direct supervision, to ensure on-time completion according to pre-determined standard operating procedures.
-This is a person who easily identifies project scope and objectives and coordinates activities to exceed key performance goals and metrics.
-Someone who maintains the highest level of accountability regarding communication with stakeholders while providing status reports to departmental leadership, vendors, stakeholders, and resources.
-They will address problems through risk assessment and contingency planning while simultaneously presenting solutions and/or options to Leadership.
Comcast is an EOE/Veterans/Disabled/LGBT employer