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Supv, Customer Experience (Retention)

Expired Job

Comcast Union , NJ 07083

Posted 3 months ago

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:

Leadership role responsible for coaching, inspiring, motivating,

guiding, and developing a team of customer experience agents that are

focused on retaining customers who request to disconnect or downgrade

services. Fosters a positive team environment that enables employees to

maximize performance, progress their careers and become a promoter and

advocate of the company. Customarily and regularly directs the work of

at least two or more full-time employees or their equivalent.

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

communities

Core Responsibilities:

  • Coaching: Provides daily coaching and feedback to team members, who

are focused on retaining customers who request to disconnect or

downgrade services, by inspiring trust, encouragement, motivation and

accountability. Creates coaching plans in a feedback-rich environment.

  • Change Management: Acts as change management liaison and change lead

in communicating important business initiatives. Communicates messages

to team in a positive manner that conveys connection to the business

strategy, customers and employees.

  • Employee Leadership: Promotes positive employee relations by fostering

a team environment of open communication, approachability and fair and

consistent treatment of all employees within a workforce dedicated to

diversity.

  • Customer Advocates: Responds to customer escalations to understand

issues and offer helpful solutions in driving customer satisfaction.

  • Organizational Excellence: Monitors performance levels and team member

activities, administers all company policies; takes appropriate action

as necessary supporting an employee and customer-centric organization.

  • Recognition: Celebrates and reinforces employee successes through

recognition and promotion.

  • Career Advisor: Encourages career development with each team member

through the creation and management of individual development plans.

  • Group Champion: Facilitates routine huddles with the team focused on

improving the employee experience and the customer experience, while

also attempting to retaining customers who request to disconnect or

downgrade services. Develops action plans as appropriate based on

employee feedback.

  • Flexibility: Schedule flexibility is critical as role may require non-

standard working hours. Requires regular, consistent and punctual

attendance. Must be able to work nights and weekends, variable schedule

(s) as necessary.

  • As with all leadership roles there will be other duties and

responsibilities as assigned. Highly organized with the ability to

effectively manage multiple priorities. Comfortable managing through

ambiguity and strong critical thinking skills. Works collaboratively,

demonstrates excellent time management skills, and consistently

exercises independent judgement and discretion in matters of

significance.

Job Specification:

  • Bachelors Degree or Equivalent

  • Business

    • Generally requires 4-7 years related experience

Comcast is anEOE/Veterans/Disabled/LGBT employerand all qualified applicants will receive consideration for employment without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex or any other legally protected category.


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Supv, Customer Experience (Retention)

Expired Job

Comcast