Customer Project Manager

Job Summary

Responsible for coordinating business class advanced voice, ethernet and/or all associated small to medium business product offers from order submission through installation. Provides first line customer support regarding information contained in each customer solution, communicates with internal departments to ensure solution accuracy, and works with vendors and team to establish and achieve goals. Works with moderate guidance in own area of knowledge.

Core Responsibilities

• Establishes dates required for on time completion of network activations and evaluates impact of change to the overall installation timeline.
• Identifies risks, issues, and gaps that could impact timelines, goals, and installation of services.
• Facilitates required meetings; prioritizes cross-functional activities as related to the installations being managed, and develops communications, summary reports, and status for various audiences; provides accurate installation status information in the form of formal briefings, program/project coordination meetings, and written/graphical reports.
• Coordinates with various levels of sales, operations, engineering, and other functional groups to ensure orders flow appropriately and accurately.
• Reviews contracts and validates services with customers to ensure accuracy.
• Meets organizational scorecard, productivity and quality metrics.
• Serves as primary contact with customer and IT/technical personnel/vendor/reseller. Provides proactive and consistent customer communication regarding current order status and next steps to keep customer well informed of order progression. Ability to handle escalations across multiple levels internally and within the customer’s organization.
• Supports multiple products within advanced voice and ethernet, including associated small to medium business products during installation of services.
• Supports multi-location customers with multiple services at each location by managing the installation of the customer’s services.
• 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.
• Respect and promote inclusion & diversity.
• 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 proud to be 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. Comcast will consider for employment applicants with arrest or conviction records in accordance with the requirements of applicable law, including the San Francisco Fair Chance Ordinance, the Los Angeles Fair Chance Initiative for Hiring Ordinance, the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Please note that federal state, or local laws and regulations may restrict or prohibit Comcast from hiring individuals convicted of certain crimes. Additionally, an applicant’s criminal history may have a direct, adverse, and negative relationship on the job duties of this position, which may result in the withdrawal of a conditional offer of employment.

Skills:

Service Delivery; Business; Results-Oriented; Customer Project Management; Customer Service

Salary:

Primary Location Pay Range: $27.01 - $40.52

Additional Range: This job can be performed in California, Colorado, and Washington with a Pay Range of $22.10 - $46.05

Education

Bachelor's Degree

While possessing the stated degree is preferred, Comcast also may consider applicants who hold some combination of coursework and experience, or who have extensive related professional experience.