Work Order Accuracy Quality Control Specialist

POSITION SUMMARY:
Operate in accordance with Comcast Business Rules, procedures, and workflows while utilizing all tools provided to identify and correct incorrect work orders. Act as a liaison between the Work Order Accuracy Team to the regions Call Centers, Field Services, Management and Dispatch Organizations in order to lead to a quality customer experience, reduction in cost and increase in revenue.

DUTIES AND RESPONSIBILITIES:
- Actively work incorrect work orders identified through automated tools. Work incorrect work orders identified through service partners.
- Complete outbound customer phone calls, providing information on service problems, products and features, and facilitate the correction of the incorrect work order while meeting the customer and business expectations.
- Serve as a role model and subject matter expert for work orders related to video, digital cable, CHSI and VOIP, providing training to others as needed.
- Highlight trends and suggest ideas for process improvement and training opportunities, making recommendations for improving internal departmental process flows.
- Respond to telephone inquiries from Call Centers, Field Services, Management and Dispatch Organizations.
- Maintain information resources tools for internal and external customers, updating resources tools continuously.
- Act as a liaison between the Call Centers, Field services, Management and Dispatch organizations.
- Assist based on the business need Customer Service Supervisors with coaching points for CAE's.
- Provide input to further develop the standards, as necessary.
- Based on the business need attend Customer Service training available to CAE's and Supervisor's.
- Punctual, regular, and consistent attendance.

QUALIFICATIONS:

MINIMUM QUALIFICATIONS:
- High school diploma or the general equivalency degree.
- MUST have 2 – 3 years progressively responsible call center customer service experience.
- 1 – 2 years experience with key call center software packages and peripherals, call center information technologies and databases.
- Advanced knowledge of Comcast products and services.
- Solid record of illustrating behaviors that support customer focus and satisfaction.
- Exceptional verbal, written (electronic business writing) and interpersonal communication skills, demonstrated by the ability to communicate effectively with customers, employees and throughout organizational management including all levels of Call Center and Field operations.
- Proven analytical and problem-solving skills, with the ability to identify business and operational trends, specifically within a technical environment.
- Proven ability to effectively manage conflict and resolve problems in a constructive manner.
- Must possess an understanding of Comcast operational processes and work effectively within them.
- Punctual, regular and consistent attendance.
- Ability to work overtime as needed.

Comcast is an EEO/AA/ Drug Free Workplace

If interested, please apply online at http://track.jobviper.com/ViewJob.asp?id=505144-3-433