Comcast Business offers a suite of Connectivity, Communications, Networking, Cybersecurity, Wireless, and Managed Solutions to help global organizations of all sizes prepare for what’s next. Powered by the nation’s largest Gig-speed broadband network and backed by 24/7 customer support, Comcast Business is the nation’s largest technology provider to small businesses and one of the leading service providers to the Enterprise market. Comcast Business has been consistently recognized by industry analysts and associations as a leader and innovator, and one of the fastest growing providers of Ethernet services.
Job Summary
This position is responsible for providing exceptional customer service and support by managing customer inquiries, resolving issues, and ensuring a positive customer experience. The role serves as a primary point of contact for customers, coordinates with internal teams to drive resolutions, and supports continuous improvement efforts while maintaining a high level of customer satisfaction.
Job Description
Responsibilities:
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Serve as the primary point of contact for customer inquiries received through phone, email, and other support channels.
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Manage customer cases from initiation through resolution, ensuring timely follow-up and customer communication.
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Research, troubleshoot, and resolve customer concerns using established processes and procedures.
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Escalate complex customer issues to leadership or appropriate departments when necessary.
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Maintain accurate and detailed customer records within CRM and case management systems.
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Monitor assigned cases to ensure adherence to service level agreements (SLAs) and departmental expectations.
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Coordinate with internal departments to facilitate customer issue resolution and provide status updates.
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Review customer requests and take appropriate actions in accordance with company policies and procedures.
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Identify recurring customer concerns and communicate trends, risks, and opportunities for improvement to leadership.
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Gather and document customer feedback to support customer experience initiatives.
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Maintain current knowledge of company products, services, systems, and processes.
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Participate in process improvement initiatives and assist with implementing procedural updates.
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Support customer retention and loyalty by delivering professional, responsive, and customer-focused service.
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Collaborate with team members and management to achieve departmental goals and service objectives.
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Participate in team meetings, training sessions, coaching activities, and development opportunities.
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Maintain regular, consistent, and punctual attendance. Must be able to work variable schedules and overtime as business needs require.
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Other duties and responsibilities as assigned.
Qualifications
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1+ years of customer service, customer support, or related experience.
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Strong understanding of customer service principles and best practices.
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Experience working in a call center, contact center, or customer support environment preferred.
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Associate’s degree or technical degree in business administration, Customer Service, Communications, or a related field preferred.
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Excellent verbal and written communication skills.
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Strong problem-solving, analytical, and organizational abilities.
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Ability to manage multiple priorities in a fast-paced environment.
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Proficiency with CRM systems and customer support tools.
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Strong attention to detail and commitment to delivering a positive customer experience.
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Ability to collaborate effectively with cross-functional teams.
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.
- Support a culture of inclusion in how you work and lead.
- 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.
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 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.
Certifications (if applicable)
Relevant Work Experience
2-5 Years
Comcast is 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.
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