Orders Processing Specialist (Hybrid-Costa Rica)

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

As the Order Processing Specialist, you will be responsible for processing all circuit and equipment customer sales orders and disconnect service requests. You will deliver information and resolve issues in an accurate and timely manner, while developing strong relationships with internal/external customers; these relationships require you to be a Nitel service offering knowledge expert. You’ll need strong customer service skills and be dedicated to going above and beyond for the customer in every situation. The ideal candidate will be comfortable in an “all hands on deck” environment, loves solving problems and can thrive in a fast-changing culture.

Job Description

Core Responsibilities:

You will be responsible for the following actions on all new orders, this includes managing internal and external escalations for pre-order and post-order issues:

• Maintain an in-depth knowledge of Nitel products and services
• Ensure accuracy of sales team’s inputted information in the order database system
• Build all ‘deals’ with adherence to department guidelines and processes
• Submit order requests to vendors via email, official order forms, Access Service Requests or online ordering portals, and monitor for order acknowledgment or confirmation
• Coordinate with technical engineers during order entry and order management lifecycles
• Verify all job steps are completed and hand off circuits to project coordinators for provisioning and installation
• Investigate and respond to inter-department inquiries
• Meet quality, productivity, turnaround time and other expectations
• Help ensure continuous improvement of processes and customer service
• Take care of disconnect processing and order records and timely notification to Operations and Finance

Job Requirements:

• Bachelor’s degree with at least 2 years customer service or order processing experience
• Minimum of two (2) to three (3) years in a fast-paced customer service role or order management role or office work experience with customers, independent research, problem-solving, partnering with teams
• Crack data entry skills
• Intermediate Microsoft Office skills (Word, Excel, Outlook)
• Must be able to listen and read well and be detail-oriented with transactional work
• Possess sound numerical skills and excellent data entry skills; input data quickly and accurately
• Superior phone etiquette and ability to deal well with customers and internal teams inquiries
• Proven strong problem-solving, analytical, and decision-making skills
• Friendly customer service attitude, highly responsive, self-motivated, and able to act on own initiative
• Ability to meet tight deadlines, work well under pressure, and maintain professionalism and quality of work
• Able to work on multiple tasks and learn new tasks quickly with minimum supervision
• SAP, CRM or ERP highly preferred

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.

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