Comcast CAE 4, Cust Service (Escalation) in Newark, Delaware

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:

Responsible for resolving high level, escalated customer

problems/complaints promptly and efficiently. This position researches

and resolves customer issues related to sales, service, products or

billing, and may cover any product line. Typical complaints are problems

that may put a job or customer in jeopardy, and are received through a

variety of sources. Exercises sound judgment, and acts responsibly in

the customer s and the company s interest.

Employees at all levels are expect 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


Core Responsibilities:

- Collects complaint information from all sources such as, but not

limited to, email, regular mail, and voicemail. Takes incoming calls and

referrals from field staff.

- Determines the problem: product, billing, undelivered or undeliverable

product or service.

- Determines requirements to resolve the problem. Coordinates internal

and external resources as needed: field staff, customer care centers,

local systems, corporate and other departments and workgroups to

troubleshoot and resolve issue.

- Examines records including bills, subscriber account histories, remedy

tickets, billing, trouble ticketing systems, and related documents.

- Tracks issues and resolution in department database and document

issues as appropriate.

- Prioritizes work load based on timing and severity of issue.

- Alerts management about recurring customer impacting issues.

- May assist in the development and implementation of new processes,

procedures and systems to improve customer service by providing

necessary reports and information to management.

- Regular, consistent and punctual attendance. Must be able to work

nights and weekends, variable schedule(s) and overtime as necessary.

Job Specification:

- High School or Equivalent

- Generally requires 7 years related experience

-Experience with CSG and Einstein is highly preferred

- The position will most likely be a night schedule that will include at least 1 weekend day.

Comcast is an EOE/Veterans/Disabled/LGBT employer