Service Coordinator

Comcast; Laurel (MD); On-site; USD 28,000 - 42,000; Full time

Job summary

Comcast in Maryland seeks a Scheduling Coordinator to manage technician schedules, align with service level agreements, and support field operations. You will collaborate with leadership, update field information, and maintain accurate staffing plans for daily work.

The role requires using workforce management systems to build quotas, monitor performance, and communicate with customers as needed. Nights and weekends may be required, with overtime as necessary.

Qualifications

• 2-5 Years of relevant work experience (as indicated in the job description).

Responsibilities

• Coordinate and administer field technician schedules to meet SLAs.
• Support daily planning and entry of labour quotas to fulfil work orders.
• Use workforce management systems to build and oversee quotas.
• Reallocate field technicians across areas as needed.
• Manage work order volumes and adjust quotas to reduce delays.
• Develop and distribute reports to support leadership on objectives.

Skills

Scheduling

Customer Service

Communication

Service Levels

Customer Experience

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 job is focused on building and managing technician schedules to ensure appointment availability and adherence to service level agreements. It involves coordinating with leadership, updating field information, and direct customer contact as necessary.

Job Description

Responsibilities:

• Coordinating and administering field technician schedules to build and manage quota in accordance with management directives and service level agreements
• Supporting the daily planning and entry of labour quotas to fulfil work order volumes for internal and partner technicians
• Utilizing workforce management systems to construct and oversee technician quotas effectively
• Ensuring reallocation and assignment of field technicians across different management areas as required
• Managing work order volumes and adjusting quotas to reduce customer appointment scheduling delays
• Collaborating with field leadership to manage technician scheduling, aiming to meet service objectives and adhere to policy guidelines
• Developing and distributing reports to support leadership in achieving business objectives
• Leveraging ticketing systems for communication, documenting progress, and ensuring quality-aligned escalation management
• Maximizing the use of company technology and support tools in line with business processes
• Assisting field leadership with staffing plans and shift bids to optimize field operationsRegular, 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.

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.
• Support a culture of inclusion in how you work and lead.
• 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 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.

Skills:

Customer Experience (CX); Service Levels; Scheduling; Communication; Customer Service

Salary:

Maryland Pay Range: $20.21 - $30.31

Comcast intends to offer the selected candidate base pay within this range, dependent on job-related, non-discriminatory factors such as experience. The application window is 30 days from the date job is posted, unless the number of applicants requires it to close sooner or later.

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 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 on our careers site for more details.

Education

High School Diploma / GED

Relevant Work Experience

2-5 Years