Service Coordinator

Comcast Corp.; Laurel (MD); On-site; USD 28,000 - 41,000; Full time

Job summary

Comcast in Maryland is seeking a Scheduler who focuses on building and managing technician schedules to ensure appointment availability and adherence to service level agreements. You will coordinate with field leadership, update field information, and maintain direct customer contact as needed.

The role requires coordinating quotas, leveraging workforce management tools, and producing reports to support leadership objectives.

Qualifications

• High School Diploma or GED required.
• Certifications (if applicable).
• Relevant work experience 2-5 years.

Responsibilities

• Coordinate and manage field technician schedules to meet SLAs.
• Support daily labour quota planning for internal and partner technicians.
• Use workforce management systems to build and oversee quotas.
• Allocate technicians across management areas to meet service goals.
• Manage work order volumes and adjust quotas to reduce delays in appointments.
• Collaborate with field leadership to meet policy guidelines and objectives.
• Develop and distribute reports to help leadership achieve business goals.
• Utilize ticketing systems for communication and escalation management.
• Assist leadership with staffing plans and shift bids.
• Maintain regular attendance and be prepared for night/weekend shifts.

Skills

Communication

Customer Experience (CX)

Customer Service

Scheduling

Service Levels

Education

High School Diploma / GED

Certifications (if applicable)

Relevant Work Experience 2-5 Years

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 operations
• Regular, 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.

Skills

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

Compensation

Compensation 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
• Certifications (if applicable)
• Relevant Work Experience 2-5 Years

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.

At Comcast , you have the power to connect the world.

Your career options are endless as you grow in your career.

Explore your future with access to a variety of teams, locations, and resources in an expanding network.

You can also explore additional opportunities at our company, NBCUniversal.