Workforce Associate II - Taunton, MA

NorthCentral Division - SEMA Region

MAJOR DUTIES: (May perform any or all of the following duties.) Operate in accordance with Comcast business rules, procedures and workflows to support internal escalation from the Customer Care Organization. Act as the point of contact for escalation issues related to repeat/unresolved troubles and for event correlation for multi-subscriber outages to ensure optimum customer satisfaction.

Locate, contact and dispatch field resources to complete the escalated issue. Contact customer within the required time frame.
. Respond to inquiries via telephone from interdependent departments including LMC, Dispatch and Business Operations.
. Act as a liaison between the Call Center and Area Technical Operations (Dispatch, Quota Management, BSST and Plant Maintenance Resources).
. Serve as a role model, subject matter expert for escalated customer issues related to video, phone and high-speed internet. Provide feedback via a web-based tool to peers and internal customers and provide suggestions for improvement. Present ideas for process improvement to leadership.
. Highlight trends and suggest ideas for process improvement and training opportunities. Make recommendations for improving internal/departmental process flows.

Must be punctual and have regular, consistent attendance. Ability to work over time as needed

Required Skills:
Strong technical aptitude; understanding of HFC architectures, CDV and CHSI operations preferred. High school diploma or equivalent. College degree preferred. Able to handle a hectic, fast pace, multi-task work environment, while maintaining the ability to make effective decisions and professionally communicate w/internal and external organizations. Strong customer service focus required. Must be proficient with PC skills, experience with billing system software, such as ACSR, ICOMS, MS Office, Windows environment and TTS preferred. Excellent problem solving, organizational and communication skills required. (NOTE: Holiday coverage is required. Shifts are subject to change based on the needs of the business). Punctual, regular and consistent attendance is required, as well as the ability to work overtime as needed. Comcast is an Equal Employment Opportunity/Affirmative Action/Drug-free workplace employer