Service Coordinator

Responsibilities

• Coordinating and administering field technician schedules to build and manage quota in accordance with management directives and service level agreements
• Serving as a liaison between leadership and technicians to support the daily planning and entry of labor quotas to fulfill 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
• Aiding field leadership with staffing plans and shift bids to optimize field operations

Requirements

• Employees must be able to work nights and weekends, and may be required to work variable schedules and overtime as necessary

Qualifications

• Understanding of customer experience (CX) and service levels
• Experience with scheduling and coordination
• Effective communication skills
• Customer service orientation

Skills

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

Pay

Primary Location: [Not specified]

Pay Range: $20.21 - $30.31

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.