Coord 2, Product Sales Support & Analysis (BSS)

Xfinity; United States; Remote; USD 45,000 - 65,000; Full time

Job summary

A leading telecommunications company is seeking a skilled Order Management Specialist. This role involves ensuring the accuracy of business class customer orders, supporting sales and installation processes, and improving customer satisfaction. Candidates should possess strong communication and organizational skills, with 2-5 years of relevant experience in a fast-paced environment.

Benefits

Flexible scheduling options

Comprehensive health benefits

Employee discounts on services

Qualifications

• 2-5 Years of relevant work experience required.
• Strong organizational, communication, and problem-solving skills needed.
• Ability to manage multiple tasks and projects.

Responsibilities

• Ensure accuracy of customer orders and compliance with requirements.
• Support order processing and customer interactions.
• Identify process improvement opportunities.

Skills

Customer Experience (CX)

Product Sales

Sales Support

Teamwork

Education

High School Diploma / GED

Job description

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

This role is responsible for ensuring the quality and accuracy of Business Class customer orders from point of sale through installation. This role involves close collaboration with Sales and multiple teams to support order processing, serviceability validation, account management, escalations, and other tasks for complex and strategic products such as Hospitality, Metro Ethernet, Voice Edge, and PRI for Small Business (SB) and Enterprise (ENT) customers.

Job Description

Core Responsibilities

• Ensure contracts meet submission criteria and compliance requirements; approve or reject contracts as appropriate.
• Champion new initiatives, systems, and product offerings.
• Act as a Subject Matter Expert (SME) for peers regarding job and product knowledge; mentor less experienced employees.
• Review contract details and validate services ordered through sales and customer contact to ensure accuracy.
• Proactively identify opportunities for process and procedure improvements; recommend solutions.
• Manage orders requiring advanced technical knowledge.
• Support multi-location customers with multiple services at each site.
• Handle both inbound and outbound customer interactions related to scheduling Business Class installs.
• Manage SMB, Renewal, Restart/Merge, Transfer, National (local), and COT orders.
• Oversee orders from submission through OA, scheduling, and installation.
• Implement in-flight changes based on eligibility requirements.
• Update customers on order status when relevant.
• Meet productivity and quality metrics as outlined in scorecards.
• Ensure clean and accurate order entry across products and platforms.
• Validate serviceability, product availability, and contract accuracy prior to order submission.
• Navigate and manage tasks across multiple systems (e.g., CSG, CB Sales, Salesforce, Workbench, Café NX, Century, Remedy, Sphere, ECM).
• Resolve order issues and escalations in partnership with cross-functional teams, ensuring adherence to SLAs.
• Coordinate with Engineering, Construction, and Order Management teams, Tech Ops, etc., to ensure smooth order flow to installation.
• Handle complex customer scenarios involving multiple locations and services.
• Maintain active participation in team meetings, virtual sessions, and special projects.
• Maintain up-to-date knowledge of systems, processes, and product offerings.
• Flexibility to support variable schedules, including nights, weekends, and overtime as required.
• Participate in special projects and additional duties as assigned.
• Perform other duties and responsibilities as assigned.

Qualifications:

• Strong organizational, communication, and problem-solving skills; ability to manage multiple tasks and projects.
• Ability to work independently, collaboratively, and maintain professional relationships in a fast-paced virtual environment.
• Familiarity with internal order management systems and sales operations tools preferred.
• Commitment to delivering high-quality work.
• Experience with all products and services offered by Comcast.

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.

Skills

Customer Experience (CX), Product Sales, Sales Support, Teamwork

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 benefits summary on our careers site for more details.

Education

High School Diploma / GED

Certifications (if applicable)

Relevant 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.

About the company

Comcast Corporation is an American telecommunications conglomerate headquartered in Philadelphia, Pennsylvania.

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