Scheduling Coordinator

Comcast brings together the best in media and technology. We drive innovation to create the world's best entertainment and online experiences. As a Fortune 50 leader, we set the pace in a variety of innovative and fascinating businesses and create career opportunities across a wide range of locations and disciplines. We are at the forefront of change and move at an amazing pace, thanks to our remarkable people, who bring cutting-edge products and services to life for millions of customers every day. If you share in our passion for teamwork, our vision to revolutionize industries and our goal to lead the future in media and technology, we want you to fast-forward your career at Comcast.

Job Summary

Responsible for building and managing appointment availability across assigned work areas. Works in partnership with leadership to retrieve/update field technician schedules, exceptions and applicable information. Coordinates the reallocation and assignment of field technicians to management areas to align with forecasting models and achieve/exceed work order service level agreements (i.e. Average Time to Repair [ATTR], Average Time to Installs [ATTI]). Direct contact with customers may be required. Works with moderate supervision/guidance. Accountable for individual results and impact on team.

Job Description

Core Responsibilities

• Coordinates/administrates both in-house and business partner field technician schedules and information to build/manage quota in line with management directives, forecasting models and work order service level agreements.
• Provides daily support for the planning/entry of both in-house and business partner field technician labor (quota) to fulfill work order volumes.
• Uses workforce management system or applicable system/tool to build and manage quota.
• Ensures the reallocation and assignment of field technicians across management areas, as needed.
• Actively manages work order volume and modifies/grooms quota to minimize delays with customer appointment scheduling to improve the overall experience for other teams as well as customers.
• Coordinates with field leadership to manage field technician scheduling with the goals of adhering to exception percentages, achieving ATTR/ATTI objectives and aligning to established process/policy guidelines.
• Develops/distributes reports as required by leadership, to support business objectives.
• Leverages department ticketing systems or applicable escalation tools to communicate, document progress, note customer interactions and disposition/code results from escalations in alignment with quality guidelines.
• Uses company technology, support tools and contact systems to the fullest potential and as outlined by established business processes/protocol.
• Advises and assists field leadership in the development and execution of field staffing plans and shift bids.
• Communicates proactively with field personnel and external customers with the goal preventing escalations and improving the customer experience.
• Escalates potential issues/concerns as identified by consistent monitoring, reporting and remote tools.
• Must meet or exceed established goals and operational performance metrics.
• Regular, consistent and punctual attendance. Must be able to work nights, weekends, holidays, variable/flexible 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.
• Support a culture of inclusion in how you work and lead.
• 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 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.

Skills:

Customer Experience (CX); Customer Feedback; Customer Interactions; Communication

Salary:

Primary Location Pay Range: $19.97 - $29.96

Comcast intends to offer the selected candidate base pay within this range, dependent on job-related, non-discriminatory factors such as experience. The application window is 30 days from the date job is posted, unless the number of applicants requires it to close sooner or later.

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. We believe that benefits should connect you to the support you need when it matters most, and should help you care for those who matter most. That’s why we provide an array of options, expert guidance and always-on tools, that are personalized to meet the needs of your reality – to help support you physically, financially and emotionally through the big milestones and in your everyday life. Please visit the compensation and benefits summary on our careers site for more details.

Education

High School Diploma / GED

Relevant Work Experience

2-5 Years