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

Responsible for overseeing and supervising the day-to-day operations for a team of fraud representatives who work on complex customer support operation functions of the National Customer Technical Support group. Provides technical assistance to customers and employees. Conducts technical training. Customarily and regularly directs the work of at least two or more other full-time employees or their equivalent.

Job Description

Core Responsibilities

• Supervises, interviews, and hires a staff of Technical Support representatives.
• Provides initial as well as ongoing training and coaching for Technical Support representatives.
• Coordinates and schedules work assignments relating to subscriber inquiries, support calls, and complaints.
• Oversees queue levels to minimize case backlog and ensure SLAs are consistently met.
• In-depth agent performance management to include defining achievable production goals and ensuring agents are well-equipped to meet those targets.
• Mitigates financial loss by driving the identification and remediation of fraudulent activity.
• Collaborates with other departments in the CCF organization to streamline processes, communicate trends, and resolve issues in an expedited manner.
• Notifies appropriate individuals and organizations of identified fraud trends.
• Leverages skills and abilities to support agents (and customers) while identifying opportunities to encourage security retention and offer proactive solutions.
• Maintains a solution-oriented and proactive approach in resolving ambiguous and complex challenges while keeping the best interest of our customers and company in mind.
• Receives feedback and applies coaching (and key learnings) to improve job performance.
• Handles difficult customer inquiries and complaints referred by Customer Service Representatives (CSRs).
• Monitors CSRs to ensure professionalism, accuracy, and use of information given and performs annual performance appraisals.
• Sets productivity standards and goals; monitors daily/weekly/monthly progress and reports results to the Customer Technical Support Manager.
• 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), as necessary.
• Other duties and responsibilities as assigned.

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.

Compensation

National Pay Range: $53,485.74 USD-$125,357.21 USD

Comcast intends to offer the selected candidate base pay dependent on job-related, non-discriminatory factors such as experience. Base pay is one part of the Total Rewards that Comcast provides to compensate and recognize employees for their work. Most sales positions are eligible for a Commission under the terms of an applicable plan, while most non-sales positions are eligible for a Bonus. Additionally, Comcast provides best-in-class Benefits. 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 on our careers site for more details.

The application window is 30 days from the date job is posted, unless the number of applicants requires it to close sooner or later.

Education

High School Diploma / GED

Certifications (if applicable)

Relative Work Experience

2-5 YearsComcast 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.