Customer Account Executive 4 Commercial Premier Relations-1

Profile

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 maintaining a high level of customer satisfaction by providing concierge level support to high value multi-site business customers through superior advanced technical support. This includes acting as an account consultant for real time needs, answering inquiries, providing accurate information while troubleshooting (both billing and technical issues) and problem solving with customers.

Job Description

Core Responsibilities

Single point of contact for clients with multiple sites, high revenue generation or other complexities that are better served with one individual as opposed to our traditional support channel.

Handle executive level technical escalations, division complaints and large account inquiries, providing timely and accurate updates to appropriate parties.

Effectively troubleshoots issues and equipment relating to connectivity, network, identifying LAN issues, email and mail delivery problems, client configuration, domain issues, DNS problem and proxy server configurations, server level issues and webhosting. Follow up with all issues to ensure MTTR and clearly document tickets.

Maintain customer account monitoring, including billing and network health.

Responsible for fulfilling client requests to make changes to their Comcast Business Class services including voice, video and internet products.

Engage in direct customer interaction with regard to their suite of products to uncover and facilitate upsell opportunities based on customer needs.

Identify opportunities for process improvement and provide feedback and possible solutions to leadership.

Facilitate and participate in formal customer meetings and preparation of meeting documentation.

Prioritize workload based on timing and severity of issues.

Assist with incoming calls when call volume peaks.

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 an EOE/Veterans/Disabled/LGBT employer.

Education

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

7-10 Years

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. 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 (https://jobs.comcast.com/life-at-comcast/benefits) on our careers site for more details.

Company info

Comcast
Website : http://corporate.comcast.com