Enterprise Customer Account Specialist

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 advocating for customer billing support needs within Comcast. Manages strategic and enterprise client account(s) and acts as the customer-facing point of contact for client billing questions and requests. Performs required billing system reviews to produce error-free client invoices. Collaborates with other internal teams to identify process gaps, perform root cause analysis and customize solutions for strategic and enterprise clients. Tracks SLAs and submits credit requests accordingly. Works with moderate supervision/guidance. Accountable for individual results and impact on team.

Job Description

Core Responsibilities

• Provides new customer onboarding support including developing introductory materials to billing and payment systems.
• Attends weekly customer meetings as a billing representative for Comcast.
• Manages a weekly/monthly/quarterly summary billing report containing, but not limited to, open disputes, credits, back-dated charges, audit findings, and customer support resolution statistics.
• Prepares weekly/monthly/quarterly account review presentations for both internal and external stakeholders.
• Completes weekly install to billing review of Field Service Operations & Project Management Organization install trackers to internal billing system.
• Completes monthly billing comparison review between internal systems to ensure the customer receives a clean invoice, free of billing errors.
• Submits all credit requests for assigned strategic account relating to billing errors.
• Acts as the direct contact for all franchisee and corporate customers to resolve basic billing questions, offer payment options and invoice walkthroughs, as well as specific charge related questions.
• Acts as the mediator for all billing dispute resolutions including receipt of dispute, validation research, credit/change submission, and root cause analysis.
• Assists in coordinating customer requirements and development limitations in the case of a customer request for specialty invoice presentation.
• Perform general root cause analysis for internal process gaps related to billing.

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.

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

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.

Relevant Work Experience

2-5 Years