Job Search Assistant
Customer Support Manager, Cell Backhaul
Comcast • Philadelphia, PA 19133 • Posted 3 days ago
Boost your interview chances in seconds
Tailored resume, cover letter, and cheat sheet
Hybrid • Full-time • Mid Level Manager
Job Highlights
Using AI ⚡ to summarize the original job post
The Customer Support Manager at Comcast Business is responsible for the development and implementation of Customer Care Operations policies, procedures, and performance standards for the Carrier Services department. This role involves creating effective customer care strategies, including technology, productivity tools, service quality, revenue, and departmental processes. The position requires in-depth experience and knowledge in account management and cross-functional support. The role is hybrid, requiring four days per week in-office at the Comcast Philadelphia Headquarters.
Responsibilities
- Supports administrative installation and order management functions for the Cell Backhaul line of business.
- Interfaces with multiple internal stakeholders and external Carrier customers throughout the installation process.
- Builds and maintains internal stakeholder and external Carrier customer relationships.
- Works effectively with downstream teams, processes contracts & quotes, follows up with customer billing.
- Performs a variety of order management functions and works within basic project management parameters.
- Designs and implements process improvements in partnership with related departments to maximize resources and improve operational efficiencies.
- Provides reports and analysis of Key Performance indicators and other operational metrics on a routine basis.
- Assists leadership in identifying, prioritizing, planning, developing, coordinating, supporting, and executing high impact plans for effective and sustainable cost savings.
- Evaluates and implements new methods and techniques for operational improvement.
- Provides customer service leadership with regard to all facets of customer contact and operations analysis.
- Consistent exercise of independent judgment and discretion in matters of significance.
- Manages own work priorities and acts as a resource for colleagues with less experience.
- Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary.
Qualifications
Required
- Bachelor's Degree or equivalent combination of coursework and experience.
- 5-7 years of relevant work experience.
Preferred
- Experience with MS Office (Excel), Salesforce, SFDC, Pramata, ASAPs, SingleView On Demand, Century, CCOM, Connected2 Fiber, DROM, NNI Tool, OBI Reporting, Neustar, P2.
About Comcast
Xfinity is a brand of digital cable TV, high-speed internet, and home phone services owned by Comcast, offering a comprehensive entertainment and connectivity experience. Operating under Comcast Corporation, Xfinity provides a wide range of services including cable television, internet, telephone, and wireless services, making it a major player in the telecommunications industry. Xfinity continues to innovate with advancements such as gigabit internet speeds, enhanced streaming options, and expanded coverage areas to provide high-quality, reliable, and technologically advanced services to customers across the United States.
Full Job Description
Comcast Business offers a suite of Connectivity, Communications, Networking, Cybersecurity, Wireless, and Managed Solutions to help global organizations of all sizes prepare for what's next. Powered by the nation's largest Gig-speed broadband network and backed by 24/7 customer support, Comcast Business is the nation's largest technology provider to small businesses and one of the leading service providers to the Enterprise market. Comcast Business has been consistently recognized by industry analysts and associations as a leader and innovator, and one of the fastest growing providers of Ethernet services.
**Job Summary**
The Customer Support Manager is responsible for development and implementation of Customer Care Operations policies, procedures and performance standards for the Carrier Services department. Creates effective customer care strategies to include: technology, productivity tools, service quality, revenue and departmental processes. Has in-depth experience, knowledge and skills in account management and providing cross-functional support both internally and externally.
Role will be hybrid (four days per week in-office) at the Comcast Philadelphia Headquarters.
**Job Description**
**Core Responsibilities**
+ Supports administrative installation and order management functions for the Cell Backhaul line of business.
+ Interfaces with multiple internal stakeholders (including sales and engineering) and external Carrier customers to ensure all parties are updated throughout the installation process.
+ Build and maintain internal stakeholder and external Carrier customer relationships.
+ Work effectively with downstream teams, process contracts & quotes, follow-up with customer billing.
+ Performs a variety of order management functions and works within basic project management parameters.
+ Designs and implements process improvements in partnerships with related departments to maximize resources and improve operational efficiencies.
+ Provides reports and analysis of Key Performance indicators and other operational metrics on a routine basis.
+ Assists leadership in the identification, prioritization, planning development, coordination, support and execution of high impact plans for effective and sustainable cost savings.
+ Evaluates and implements new methods and techniques for operational improvement.
+ Provides customer service leadership with regard to all facets of customer contact and operations analysis.
+ Consistent exercise of independent judgment and discretion in matters of significance.
+ Manages own work priorities and acts as a resource for colleagues with less experience.
+ 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.
**Preferred Experience with the Following Tools/Systems:**
+ MS Office (Excel)
+ Salesforce
+ SFDC
+ Pramata
+ ASAPs
+ SingleView On Demand
+ Century
+ CCOM
+ Connected2 Fiber
+ DROM
+ NNI Tool
+ OBI Reporting
+ Neustar
+ P2
**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.
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**
5-7 Years
**Job Family Group:** Sales
**Job Summary**
The Customer Support Manager is responsible for development and implementation of Customer Care Operations policies, procedures and performance standards for the Carrier Services department. Creates effective customer care strategies to include: technology, productivity tools, service quality, revenue and departmental processes. Has in-depth experience, knowledge and skills in account management and providing cross-functional support both internally and externally.
Role will be hybrid (four days per week in-office) at the Comcast Philadelphia Headquarters.
**Job Description**
**Core Responsibilities**
+ Supports administrative installation and order management functions for the Cell Backhaul line of business.
+ Interfaces with multiple internal stakeholders (including sales and engineering) and external Carrier customers to ensure all parties are updated throughout the installation process.
+ Build and maintain internal stakeholder and external Carrier customer relationships.
+ Work effectively with downstream teams, process contracts & quotes, follow-up with customer billing.
+ Performs a variety of order management functions and works within basic project management parameters.
+ Designs and implements process improvements in partnerships with related departments to maximize resources and improve operational efficiencies.
+ Provides reports and analysis of Key Performance indicators and other operational metrics on a routine basis.
+ Assists leadership in the identification, prioritization, planning development, coordination, support and execution of high impact plans for effective and sustainable cost savings.
+ Evaluates and implements new methods and techniques for operational improvement.
+ Provides customer service leadership with regard to all facets of customer contact and operations analysis.
+ Consistent exercise of independent judgment and discretion in matters of significance.
+ Manages own work priorities and acts as a resource for colleagues with less experience.
+ 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.
**Preferred Experience with the Following Tools/Systems:**
+ MS Office (Excel)
+ Salesforce
+ SFDC
+ Pramata
+ ASAPs
+ SingleView On Demand
+ Century
+ CCOM
+ Connected2 Fiber
+ DROM
+ NNI Tool
+ OBI Reporting
+ Neustar
+ P2
**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.
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**
5-7 Years
**Job Family Group:** Sales
Search for other jobs like this one:
Search for popular related roles:
Marketing & Customer Support Manager jobs in Philadelphia, PAProduct Customer Support Manager jobs in Philadelphia, PAManager, Customer Care Center jobs in Philadelphia, PAClient Support Manager jobs in Philadelphia, PASupport Services Manager jobs in Philadelphia, PAManager of Customer Implementation Support jobs in Philadelphia, PACustomer Manager jobs in Philadelphia, PAHelp Desk Support Manager jobs in Philadelphia, PAAdministrative Customer Service Manager jobs in Philadelphia, PAManager of Customer Support jobs in Philadelphia, PA
Search nearby locations hiring for this role:
Customer Support Manager jobs in Blue Bell, PACustomer Support Manager jobs in Wilmington, DECustomer Support Manager jobs in Vineland, NJCustomer Support Manager jobs in Emmaus, PACustomer Support Manager jobs in Beckett, NJCustomer Support Manager jobs in Chesterbrook, PACustomer Support Manager jobs in Norristown, PACustomer Support Manager jobs in Ambler, PACustomer Support Manager jobs in Edgemoor, DECustomer Support Manager jobs in Pike Creek, DE