Supv, Cust Technl Suppt (IP) Pittsburgh PA Job in Pittsburgh, Pennsylvania US
Supv, Cust Technl Suppt (IP) Pittsburgh PA
Tasks: - Provides guidance and/or assistance to Customer Account Executives (CAEs) in resolving difficult subscriber questions or problems concerning Comcast high speed internet. - Monitors employee performance, reviews and coaches to ensure accuracy. Ensures competence of CAEs through training and development, appraisal and motivation techniques. - Establishes and maintains personnel files as required. -Ensures retention, customer service quality, adherence and accuracy goals are met. - Provides feedback, coaching and disciplinary action to employees, or effectively recommends such actions, to help improve employee performance. - Displays strong written/oral communication and leadership skills. - Demonstrates familiarity with www, internet, email, TCP/IP, OS, networking and routers to troubleshoot hardware/software configurations. - Collects, compiles, and analyzes data to identify trends from statistical analysis and makes recommendations to management for improving Customer Service. - Conducts real-time phone monitoring and coaching to billing CAEs in order to maintain required service level; provides immediate feedback to associates to increase productivity levels. - Consistent exercise of independent judgment and discretion in matters of significance. - Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) as necessary. - Other duties and responsibilities as assigned. Requirements Requirements: - Bachelors Degree or Equivalent - - - Generally requires 4-7 years related experience Comcast is an Equal Employment Opportunity/Affirmative Action/Drug-Free workplace employer.