Specialist, Tier 1 Sales Order Support Ops (Call)

Job description

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 This job entails customer rapport and issue resolution, supporting call center operations through sales and order entry systems. It involves communicating product and service information, resolving complex issues, and fostering internal and external partnerships. The role contributes to team objectives and enhances the overall customer experience. Job Description Responsibilities: Establishing rapport with customers by ensuring understanding of concerns to minimize repeat contacts Communicating effectively with internal and external customers, taking ownership of issues and providing clear, informative solutions Supporting order entry and sales for call center agents, utilizing systems like CSG and XOE for efficient processing Handling escalated customer scenarios, applying sales and order entry experience to assist call center representatives Interpreting and explaining information regarding products, services, policies, and promotions to customers as needed Building partnerships internally and externally to collaboratively resolve complex customer service issues Tracking and resolving complex issues, providing timely updates and closure information to customers and teams Assisting in the development and execution of team objectives to align with customer experience goals 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. 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. Additional Job Description: Serves as the single point of contact, subject matter expert, and real-time support via inbound calls/chat handling Advanced sales/order entry support and processing for all residential sales channel professionals in Academy, Inbound Sales, Retail (Company-Owned & Branded Partner), Communities, Field Sales Channels and more A successful candidate will thrive in a fast-paced environment with quickly shifting priorities and be committed to delivering a world-class customer experience. The ideal candidate will have ACSR/CSG Residential Billing system proficiency and experience with order entry. Duties & Responsibilities Acts as a single point of contact and subject matter expert for the internal customer, handling all advanced support for the CSO – Sales Order Support organization with a sense of urgency, ownership, and accountability through resolution. Order Entry processing and order flow-through support for agents and field sales professionals Interpret, translate, explain, and provide applicable, accurate, and appropriate information concerning products and services, equipment, policies and procedures, account status, marketing promotions, campaigns, serviceability, service problems, and more, as needed. Effectively communicate information, verbally, and in writing in a clear and informative manner and take appropriate ownership and accountability of customer issues and concerns, minimizing the need for future contacts Efficiently follow the established call flow (Catalyst) to handle a high volume of transactions and meet quality expectations. Build a professional rapport with sales professionals by addressing their support needs within prescribed policies and processes. 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. Sales Order Support fosters a positive team environment focused on enhancing Customer Experience and Growth, Employee Experience and Organizational Health Excellence, and Operational Excellence, enabling employees to maximize performance, progress their careers, and become promoters and advocates of the company. Culture Champion: Be a culture champion and promote a "want to work" environment. Develop authentic and caring relationships with all team members while inspiring motivation. Customer Advocate: Creates an environment that fosters teamwork, accountability and positively impacts the customer experience. Provides input as well as communicates company strategy and mo