Job Summary
Responsible for the facilitation of Business Class customer orders from order submission through installation. Works with moderate supervision/guidance. Is accountable for individual results and impact on team. As an Coordinator 2, you will be part of the MDU Finance and Operations team supporting the Communities Sales channel. This team manages the full customer lifecycle of our gated-communities customer base. The Coordinator will be a critical member of the HOA Phone Support Team. The ideal candidate will provide exceptional assistance to HOA's and Board Members, in addressing inquiries related to billing, services, technical issues, rate increases, contract renewals, and service outages. This role is crucial in ensuring customer satisfaction and fostering a positive relationship between the HOA and Comcast.Job Description
Key Responsibilities:
- Customer Assistance: Respond to incoming calls from HOA's regarding billing inquiries, product and service information, and technical support.
- Issue Resolution: Troubleshoot and resolve issues related to service outages, rate increases, and contract renewals in a timely and professional manner.
- Billing Support: Provide clear explanations of billing statements, payment options, and any discrepancies, ensuring customers understand their accounts.
- Documentation: Accurately document all customer interactions and resolutions in the customer support system to maintain detailed records.
- Collaboration & Communication: Work closely with other departments to escalate and resolve complex issues effectively, ensuring seamless service delivery.
- Product Knowledge: Stay informed about Company policies, services, and any changes to ensure accurate information is provided to customers.
- Customer Education: Assist customers in understanding Comcast policies and procedures, empowering them to make informed decisions about their services.
- Feedback Collection: Gather customer feedback to help identify trends and areas for improvement in services and support.
Required Skills:
- Experience: Previous experience in customer service or phone support, preferably in the HOA or Property Management sector.
- Communication Skills: Excellent verbal and written communication skills with the ability to convey information clearly and empathetically.
- Problem-Solving: Strong analytical and problem-solving skills to address customer concerns effectively.
- Technical Skills: Familiarity with customer support software, Billing application and basic technical troubleshooting.
- Team Player: Ability to work collaboratively with colleagues and departments to enhance the customer experience.
- Attention to Detail: High level of accuracy in data entry and documentation.
- Analytical Skills: Strong problem-solving abilities and attention to detail with a knack for interpreting data. Ability to identify problems, think critically, and develop solutions based on data analysis.
- Organizational Skills: Ability to manage multiple tasks and projects, prioritizing effectively to meet deadlines.
- Professional presence and etiquette: comply with the business policies in place that guide behavior and facilitate respectful and effective interaction in the workplace.
Core Responsibilities
Ensure contracts meet all submission criteria and compliance requirements and approve or reject contracts as appropriate.
Review contract and validate services with customer to ensure accuracy.
Serve as primary interface with identified customer IT/technical personnel/vendor/VAR.
Navigates through multiple systems to build, track and monitor orders. Interface with various levels of sales, operations, engineering and other functional groups to ensure order flows appropriately.
Meet scorecard productivity/quality metrics.
Work on projects as assigned.
Lead huddles with teams as assigned.
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.
Respect and promote inclusion &diversity.
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.
Comcast is proud to be 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.
Skills:
Problem Resolution; Documentations; Collaborative Communications; Product Knowledge; Customer Education; Billing Support; Customer Service
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.
Education
High School Diploma / GED, Associate's Degree
While possessing the stated degree is preferred, Comcast also may consider applicants who hold some combination of coursework and experience, or who have extensive related professional experience.
Relevant Work Experience
2-5 Years
