Revenue Assurance Quality Control 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.

Essential Functions: Review all reporting types including revenue generating, revenue loss, work order accuracy, service / trouble shooting, disconnects, new sales, upgrade / change of service and billing reporting for accuracy. The purpose in reviewing these reports is to ensure our customers receive the highest level of quality from our support staff, identify process changes necessary to improve the overall customer experience and correct existing errors.

Major Responsibilities/Duties:

90% of time dedicated to:

Review reporting to ensure correct codes are applied to the customer’s account leading to correct billing.
Correct accounts with incorrect codes and incorrect billing.
Identify employees not following prescribed processes.
Ensure systems and technologies are utilized correctly to drive performance and efficiency.
Achieve quantitative and qualitative goals leading to individual and team success.
Coordinate Courtesy Services Accounts for region. This includes installs, change of service, upgrades, downgrades, termination of service and general customer service leading to an exceptional employee experience.

5% of time dedicated to:

Plan, schedule, and deliver feedback to employees based on the business need.
Act in an advisory capacity to support Customer Service Supervisors in their coaching efforts.
Perform quality / customer-centric research as assigned by the manager.
Identify trends or issues that negatively impact customer satisfaction or quality standards.
Identify processes changes that will improve the overall customer experience.
Partner with and support Customer Care Trainers.

5% of time dedicated to:

Demonstrate proficiency in technical troubleshooting of all product lines.
Utilize all tracking tools to track results, performance and growth opportunities.
Resolve customer complaints / concerns when necessary.
Share successes and new ideas with team members in order to achieve both individual and team goals.
Present and report results in a professional manner.
Receive inbound and complete outbound phone calls.
Perform other duties as assigned.

Required Skills:
High School diploma or GED required. Two yrs college preferred.
A minimum of 3 - 4 years of experience in a Call Center sales environment preferred.
A minimum of 1 - 2 years of sales and retention experience preferred, or demonstrated success.
Proficiency in MS Word and Excel along with basic billing knowledge of DST/COMTRAC desired.
Ideal candidates must be highly motivated and enjoy working in a challenging environment.
Based on the business need must be able to handle difficult customers in a professional manner and build customer loyalty.
Ability to troubleshoot technical problems with all product lines.
Excellent verbal communication skill with the ability to communicate on all levels.
Ability to work seated for long periods of time.
Use and manipulate objects such as pen, keyboard, papers and telephone.
Punctual, regular and consistent attendance.

Comcast is not accepting unsolicited assistance from search firms for this employment opportunity. All resumes submitted by search firms to any employee at Comcast via-email, the Internet or in any form and/or method without a valid written Statement of Work in place for this position from Comcast HR/Recruitment will be deemed the sole property of Comcast. No fee will be paid in the event the candidate is hired by Comcast as a result of the referral or through other means