Supervisor Customer Support---White Marsh, MD

This position is located in the White Marsh area servicing the Greater Baltimore Area.

Summary:

Promote, plan and administer Call Center metrics and guidelines to ensure quality service for our customers and coach/develop CAES for career promotion.

Major Duties:

Plan, promote and administer the customer service standards to ensure quality service for our customers. Responsible for achieving Comcast standards of operation and adhering to FCC/NCTA standards. Provide guidance and assistance to CAES for successful resolution of customer inquiries. Ensure optimum staffing levels to achieve quality customer experience. Observe, coach and develop individual CAE performance in line with Comcast's quality standards. Ensures competence and continuity of qualified CAES through new hire selection and recurring training for existing staff. Establish and maintain personnel files. Review work processes and procedures and make recommendation for improvement. Punctual, regular and consistent attendance required. Perform all other duties as assigned.

QUALIFICATIONS:

Preferred Qualifications:
Ability to listen and interpret the needs of customers.
Knowledge of cable television products and services.
Ability to work flexible schedule.
Knowledge of general accounting and billing procedures.
Ability to supervise and lead others.
Ability to plan, prioritize and organize effectively.
Proficiency in Microsoft Office and other related software.

Education:
Bachelor's degree or the recognized equivalent in work experience or a combination of work experience and education.

Experience:
Minimum Minimum 2-3 years experience in customer service with strong written/oral communication and leadership skills.

Working Conditions:
Fast paced often high-pressure office environment.
Ability to manipulate objects such as pen, keyboard and mouse.
Ability to wear telephone headset.
Ability to occasionally lift and carry 20 lbs. or less.
Must travel to work in inclement weather.
Exposure to moderate noise levels.
Vision ability: Close vision, peripheral vision and ability to adjust focus.

Comcast is an Equal Opportunity Employer

If interested, please apply online at http://track.jobviper.com/ViewJob.asp?id=509375-3-323