Service Delivery Coordinator I (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

You thrive in a collaborative environment, acting as the central hub for communication between Client Project Managers, carriers, and other external and internal customers. You expertly address inquiries related to ongoing orders, ensuring all parties are informed and up to date. When complex situations arise, you leverage your strong communication skills to engage the necessary departments, forming a cohesive team to tackle any challenge. Your expertise extends to coordinating seamless installations and activations for a range of telecom products, from straightforward data lines to moderately intricate setups. In this role, you play a pivotal role in ensuring the successful and timely completion of telecom projects

Job Description

Core Responsibilities

• Actively monitor order progression with carriers by conducting weekly check-ins. This ensures orders adhere to defined milestones and are delivered on time.
• Simultaneously communicate with carriers, Client Project Managers, and other relevant Nitel departments regarding order progress or any changes that may affect the order flow.
• Identify high-priority requests and escalate them promptly, ensuring timely resolution.
• Consistently respond to inquiries within established timeframes using various communication channels, such as phone, Microsoft Teams, and email.
• Meticulously maintain the internal CRM order management system by updating order statuses, attaching key documents, completing designated tasks, and populating essential data.
• Excel at setting priorities, developing efficient work schedules, tracking progress towards goals, and meticulously keeping an eye on details, data, information, and ongoing activities.
• Effectively communicate information in a clear and concise manner.
• Cultivate positive relationships with both internal and external customers.
• Confirm that carrier services are fully delivered as per the contract and possess a comprehensive understanding of the end-to-end provisioning process.

Skills you bring to the field

• B2 Minimum English Proficiency (written and spoken)
• High School Diploma or equivalent
• 6 months – 1 year customer service or project coordination experience
• Proficiency with Microsoft Office Suite (Teams, Word, Excel, PowerPoint, Outlook)
• Ability to prioritize tasks, manage a high volume of emails, and maintain a well-organized schedule to meet deadlines in a fast-paced environment
• Demonstrated ability in handling networking deployments
• Ability to set proper expectations and establish expectations
• Active listening skills to fully understand customer needs
• Background in telecom or technology products and services, preferred
• CCNA certification, preferred
• Knowledge of project management fundamentals and best practices, preferred
• Critical thinking skills, preferred
• Ability to work with minimal supervision, 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

0-2 Years