Job Summary
Located in Orlando, FL, the person in this position is responsible for coaching, inspiring, motivating, guiding, and developing a team of technicians that are focused on providing an amazing customer experience through the installation and service of our products. Fosters a positive team environment that enables employees to maximize performance, progress their careers, and become a promoter and advocate of the company. Acts as a customer advocate and provides helpful solutions to meet the customer's needs. Customarily and regularly directs the work of at least nine or more full-time employees or their equivalent. Key Skill the selected individual will have are coaching using emotional intelligence, compliance management, conflict resolution skills, accountability to people management, employee engagement, and ownership of the position.Job Description
Core Responsibilities
- Coaching: Provides daily coaching and feedback to team members, who are focused on customer engagement and education of products and services by inspiring trust, encouragement, motivation and accountability. Creates coaching plans in a feedback session.
- 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 educating the team on new products and services. Develops action plans a tool to assist with coaching employees as needed.
- Works cross functionally to ensure that complex issues are resolved properly and timely. Ensures proper follow up with customer and others as needed.
- Highly organized with the ability to effectively manage multiple priorities. Comfortable managing through ambiguity and strong critical thinking skills.
- Flexibility: Schedule flexibility is critical as role may require nonstandard working hours.
- 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.
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:
Coaching; Accountability; Critical Thinking; People Management
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
Bachelor'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