CAE 4, Cust Service (Escalation) Job in Oak Brook, Illinois US
CAE 4, Cust Service (Escalation)
Customer Service Central / Chicago Tasks: - Collects complaint information from all sources such as, but not limited to, email, regular mail, and voicemail. Takes incoming calls and referrals from field staff. - Determines the problem: product, billing, undelivered or undeliverable product or service. - Determines requirements to resolve the problem. Coordinates internal and external resources as needed: field staff, customer care centers, local systems, corporate and other departments and workgroups to troubleshoot and resolve issue. - Examines records including bills, subscriber account histories, remedy tickets, billing, trouble ticketing systems, and related documents. - Tracks issues and resolution in department database and document issues as appropriate. - Prioritizes work load based on timing and severity of issue. - Alerts management about recurring customer impacting issues. - May assist in the development and implementation of new processes, procedures and systems to improve customer service by providing necessary reports and information to management. - Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary. Summary Responsible for resolving high level, escalated customer problems/complaints promptly and efficiently. This position researches and resolves customer issues related to sales, service, products or billing, and may cover any product line. Typical complaints are problems that may put a job or customer in jeopardy, and are received through a variety of sources. Exercises sound judgment, and acts responsibly in the customer's and the company's interest. Requirements Requirements: - High School or Equivalent - - - Generally requires 7+ years related experience Comcast is an Equal Employment Opportunity/Affirmative Action/Drug-Free workplace employer. Apply Now