Comcast Supervisor, Service Assurance ECC in Centennial, Colorado

Comcast Business offers technology solutions ranging from Ethernet, internet, and WiFi connectivity to voice, television, and managed Enterprise solutions to power businesses of all sizes to perform better. From small businesses to mid-market and large Enterprise organizations, Comcast Business serves business customers across the country. Powered by an advanced, Gig-speed network and backed by 24/7 technical support, Comcast Business is one of the largest contributors to the growth of Comcast Cable. The organization is the nation's largest cable provider to small and mid-size businesses and has emerged as a force in the Enterprise market, recognized by leading industry associations as one of the fastest growing provider of Ethernet services.

Job Summary:

Responsible for supervising the day-to-day operations of the customer

technical support team. Monitors the performance of individual support

representatives and coaches to performance standards. Provides training

and support to new and tenured representatives. Provides technical

assistance to customers and employees. Customarily and regularly directs

the work of multiple full- time employees or their equivalent.

Core Responsibilities:

- Oversees, coordinates, and manages activities of assigned Technical

Support staff, including, but not limited to, attendance, performance,

and development.

- Provides initial as well as ongoing training and coaching for

representatives.

- Monitors representative performance to ensure professionalism and

accuracy, and conducts annual performance appraisals.

- Sets productivity standards and goals; monitors daily/weekly/monthly

progress towards goals.

- Addresses performance gaps with representatives and conducts

corrective action when needed.

- Coordinates and schedules work assignments relating to subscriber

inquiries, support calls, and

complaints.

- Handles difficult customer inquiries and complaints referred by

Technical Support Representatives.

- 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.

Job Specification:

- Bachelor's Degree or equivalent

- Generally requires 4-7 years related experience.

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

- Respect and promote inclusion and diversity

- Do what's right for each other, our customers, investors and our

communities

Comcast is an EOE/Veterans/Disabled/LGBT employer