Development Specialist

Work Schedule -Sun-Thurs 2:30pm-11:00p.
Reporting to the Manager of Customer Care, this position supports the day-to-day operational and developmental opportunities of a designated team that is focused on delivering quality customer service. The Development Specialist is responsible for coaching and development oF CAEs, call escalation support, administrative tasks associated to the Partnership for Excellence. Responsible for supporting Broadband Prep and the transition of New hires from Comcast U. In addition, this position supports project implementation and the rollout of initiatives.

Responsibilities:

1. Provides on-going professional structured coaching, individual development and feedback on employee performance to insure consistency and achieve a high level of customer service. Evaluate calls on a monthly basis and provides informal & formal coaching sessions to each employee on team.
2. Provides real time feedback to CAEs while involved in handling escalated complex calls to insure the employee can resolve similar situations in the future. Acts as an escalation agent in resolving complex customer issues, ensuring feedback is provided to customer care associates enhancing their ability to resolve similar call situations in the future.
3. Partners with the supervisor to ensure that the employee is receiving consistent feedback about performance and motivates individuals and the team toward achievement of metrics for customer care.
4. Acts as a subject matter expert for billing platforms, company products, features and benefits of Comcast products and services and is the liaison Executive Customer Care to ensure that questions are answered with integrity and with accuracy.
5. Participates in continuous CQE call huddles with the leadership team to ensure that we continuously improve processes to meet the business expectations. Uses data and observations of employee performance to influence process improvement.
6. Consistently achieve the required number of evaluations and coaching session(s) each month
8. Provides operational support in the absence of supervisors.

QUALIFICATIONS:

Working Knowledge of CDV, Video - billing and technical
4 year College degree or equivalent experience
2+years providing superior customer service
2+ years supervisory experience
Demonstrated history of developing and coaching individuals to achieve their personal best
Successfully demonstrated ability to handle escalated calls and complex customer relations
Able to determine training/development needs and provide training as needed
Demonstrated leadership and team building skills
Strong organizational skills, follow-through and demonstrated ability to multi-task and meet deadlines
Excellent written, verbal and interpersonal communication skills
PC expertise, including MS Office, and knowledge of call center technologies, products and services.
Able to handle confidential information and provide necessary follow through
Ability to work under pressure
Established team player with flexibility and collaborative approach
Established analytical, problem solving, and troubleshooting skills

Comcast is an EEO/AA/ Drug Free Workplace

If interested, please apply online at http://track.jobviper.com/ViewJob.asp?id=516925-3-73