Online Cae
Comcast (Delaware, Delaware)

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Comcast Corporation is the nation's leading provider of cable, entertainment and communications products and services, with 24.1 million cable customers, 12.4 million high-speed Internet customers and 3.5 million voice customers. Headquartered in Philadelphia, Pennsylvania, Comcast is principally involved in the development, management and operation of broadband cable networks and in the delivery of programming content. Comcast’s Philadelphia Metro Region provides service to over 1.1 million customers including the Pennsylvania counties of Bucks, Chester, Delaware, Montgomery and Philadelphia and New Castle County in Delaware. The region is home to over 3,500 talented employees.

POSITION SUMMARY:
The Online CAE is responsible for providing the highest level of customer service to our high-speed Internet customers. Online CAE must be a service-oriented individual, able to communicate effectively and display a professional and positive demeanor. The Online CAE is responsible for reflecting Comcast’s standards of excellence consistently and serving as a reliable source for our customers at all times.

MINIMUM QUALIFICATIONS:
· High school diploma or general equivalency degree
· Two (2) years customer service experience in a high-contact, service-related environment
· Experience with personal computers, installing software programs and troubleshooting operating systems, software and hardware
· Knowledge of MAC and Windows operating systems (in-depth knowledge of at least one), proficiency with WWW and Internet, e-mail, and basic troubleshooting required
· Familiarity with Internet Browsers (MS Internet Explorer, Netscape Communicator)
· Excellent oral and written communication skills, with demonstrated ability to articulate relevant information and directions in an organized and concise manner
· Demonstrated ability to establish and maintain effective relationships with customers
· Proven listening and analytical skills, with demonstrated ability to obtain key information and resolve complex service problems
· Strong interpersonal skills, with ability to work effectively within groups and teams
· Highly developed organizational skills, with ability to plan and prioritize workflow in a timely manner
· Ability to work shifts, evenings, weekends and holidays
· Ability to work overtime as required.
· Punctual, regular and consistent attendance.

Required Skills:
PREFERRED QUALIFICATIONS: (All minimum qualifications plus the following)
·One (1) year previous call center or help desk service experience

DUTIES AND RESPONSIBILITIES:
·Responds to telephone and e-mail inquiries, covering full range of customer services (serviceability, sales, service problems and billing) in a prompt and professional manner
·Serves as a sales representative for Comcast High Speed Internet (CHSI) products and services.
·Troubleshoots PC/CHSI/E-mail/modem problems with customer; escalates advanced troubleshooting problems to technical support group when appropriate
·Maintains accurate problem call tracking in a Remedy Helpdesk ticketing system
·Maintains and coordinates interdepartmental communications
·Achieves overall performance goals of the organization including: Resolve rate, First call resolution, Tier II transfer rate, and all other performance objectives in the call center.
·Attends training as required and performs other related duties as assigned.