Jobs

The National Customer Operation Digital Media Outreach (DMO) Analyst is a technical resource who should be familiar with Comcast's CDV, Cable, and HSI offering. The DMO analyst must partner with local market customer support agents to resolve all escalated customer issues quickly, effectively and efficiently; quickly learn and integrate with team processes and will be responsible for providing Comcast customers with outstanding service through the following channels:• Email help requests from various executive channels• Comcast Help Forums and externally supported forums• Social Media Platforms including Twitter, Facebook, Get Satisfaction, and QuoraThe goal of this team is demonstrate to customers that Comcast is an active participant on web and mobile platforms. This individual must manage and build the perception of Comcast's brand and customer support efforts by creating positive buzz around the Comcast experience.Tasks:• Provides customer service with regard to all facets of customercontact and operations analysis.• Reviews work processes and recommends improvements.• Analyzes key performance indicators and other operational metrics.• Implements new methods and techniques for operational improvement.• Collaborates with managers in the identification, prioritization,planning development, coordination, support, and execution ofhigh-impact plans for effective and sustainable cost savings.• Consistent exercise of independent judgment and discretion in mattersof significance.• Regular, consistent and punctual attendance. Must be able to worknights and weekends, variable schedule(s) as necessary.• Other duties and responsibilities as assigned.Major Duties and Responsibilities: Serve as the technical resource for the DMO Team and customers via help forums, blogs, social media tools, and emails.Serve as a front-line care agent for issues that are escalated across digital and social platforms.Manage and moderate all interactions on specific digital platforms as assigned and report findings to the senior leadership team regarding significant issues, themes, or feedback collected through these channels.Monitor, proactively post, research and reach out to Customers within the forums to ensure a positive experience with Comcast.Search for Online Forums, Blogs, and websites that are discussing Comcast and work to turn negative discussions into positive resultsWork with Corporate Communications Team, PR Team, and NCO Leadership to share the Comcast story on the Internet.Respond to Customers through web and mobile communication channels and serve as dedicated primary customer and executive contactPartner and build relationships with local markets across Comcast's footprint to manage research and resolve service related support cases and drive them toward resolution.Update customers with progress of their situation through proactive situation management.Accurately input, monitor and ensure closure of jobs on Remedy (ESL call management system).