Service Coordinator
Comcast · Laurel, MD · 2 mo ago
On-siteOTHR$20.21–$30.31/hrFull-time
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.