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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

The Sales Order Support Supervisor sits at the intersection of people, processes, tools, and products that provide a world-class customer experience for all National Residential Sales Professionals in completing orders and making account changes for Xfinity customers. This leadership role is responsible for coaching, inspiring, motivating, guiding, and developing a Sales Order Support Tier 1 & Tier 2 Specialists team.

Sales Order Support Specialist provides Tier 2 sales/order entry support via inbound calls, chat, and multiple ticket queues/processes for all National Residential Sales Professionals in completing orders and making account changes for Xfinity customers. The ideal candidate will consistently demonstrate the ability to navigate ambiguity and serve as a change champion.

The Sales Order Support Supervisor 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 a promoter and advocates of the company.

Job Description

• 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.

• Celebrates and reinforces employee successes through recognition and promotion.

• Be A Great Leader: Provides coaching and feedback to team members by inspiring trust, encouragement, motivation, and accountability. Creates coaching plans in a feedback-rich environment based on performance standards.

• Provide leadership, guidance, and direction in partnership with direct reports. Encourages career development with each team member through the creation and management of individual development plans.

• Participate and provide input to call volume forecasting, staffing, and budgeting discussions.

• Collaborate with Comcast sales channel leaders to improve the agent and customer experience, identify and manage escalation call volume drivers, and identify opportunities to improve sales and loyalty capabilities.

• Customer Advocate: Creates an environment that fosters teamwork, and accountability, and positively impacts the customer experience. Provides input as well as communicates company strategy and motivates the team toward achieving the company vision.

• Execution Excellence: Effectively analyzes situations to gain understanding and make sound, timely decisions that factor in costs, risks, and impact on employee and customer experience. Takes action to achieve resolution(s) despite ambiguity.

This position is 100% virtual, though the successfully hired candidate must reside in the National Footprint.

Core Responsibilities

• Hires, trains, and develops staff to ensure best-in-class customer service and operational goals are achieved.

• Develops and implements operational strategy. Establishes and monitors clearly defined key performance indicators for all team personnel.

• Performs all necessary reporting, and performance reviews and provides analysis and feedback.

• Provides support to relevant area leadership to improve performance. Acts as a liaison between employees and management, disseminating information and ensuring all proposed goals and objectives are achieved.

• Looks for best practices and bring them to the forefront for group usage. Effectively identifies problems as they occur and takes steps to resolve them.

• Consistent exercise of independent judgment and discretion in matters of significance.

• 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.

Additional Requirements:

• Availability to work any variety of shifts between the hours of 8 am-12 pm (ET) Sun-Sat; Must be able to work nights and weekends, variable schedule(s), and overtime as necessary

• Demonstrates the ability to work independently with little or no supervision

• In a virtual environment, Comcast requires a minimum of 100mbs which is capable of being hard-wired into the provided equipment, either through a direct wall input or your router

• Meet scorecard productivity/quality metrics.

• Must adhere to all established National Virtual Employee Policies and Guidelines.

• Must have “home office” space in your home (see Home Office Requirements below)

Home Office Requirements:

• Have a quiet work area in a location that provides privacy from other people, activities, and noise

• Have a steady work surface

• Have a comfortable chair

• Adequate lighting

• Fast and reliable internet service. If you live within the Comcast footprint, this is largely covered as part of your employee benefits.

Family/Child and Dependent Care Requirements:

• Family/child and dependent care arrangements are required to limit distractions from your responsibilities to the Company during the hours you are performing work for the Company.

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.

• Respect and promote inclusion & diversity.

• 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.

Comcast is an EOE/Veterans/Disabled/LGBT employer.

Comcast is proud to be 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. Comcast will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of applicable law, including the Los Angeles Fair Chance Initiative for Hiring Ordinance and the San Francisco Fair Chance Ordinance.

Salary:

National Pay Range: $52,149.89 USD-$122,226.30 USD

Comcast intends to offer the selected candidate base pay within this range, dependent on job-related, non-discriminatory factors such as experience. The application window is 30 days from the date job is posted, unless the number of applicants requires it to close sooner or later.

Additionally, Comcast provides best-in-class Benefits to eligible employees. 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 compensation and benefits summary (https://jobs.comcast.com/benefits) 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.

Relevant Work Experience

2-5 Years

Job Family Group: Sales