Service Delivery Coordinator I

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 preparing, scheduling, instructing and coordinating the necessary internal and external resources to fulfill customer orders from order submission through implementation within the prescribed time frames and budget parameters. Ensures implementation objectives and client expectations are met. Works with moderate supervision/guidance and is accountable for individual results and impact on the team. **To be considered for this position, you must be bilingual in Spanish and English. This role is not remote. Individuals hired for this role will work in our office in San Jose, Costa Rica.**

Job Description

Core Responsibilities

• Identifies and schedules implementation deliverables, milestones and required tasks including ensuring deliverables are approved and uploaded to the portal within 24 hours.
• Manages incoming client requests within the thirty minute response time requirement, provides ongoing site updates hourly and adhere to all client established deadlines for scheduling.
• Ensures correct technician resources are assigned to the implementation tasks by vetting the technician skill set and budget requirements to complete the work on time and under budget.
• Records all agreed upon rates within the purchase order as a legally binding contract.
• Ensures field resources are on time and prepared by completing the confirmation/preparation phone calls to technicians. Schedules alternative resources immediately in the event of any issues.
• Prepares status reports and keeps management, clients and others informed of status and related issues including requests for changes from original specifications following the change order approval process.
• Maintains a level of communication quality that exceeds department communication standards and policies.
• Assists with managing and or mitigating escalations through proper monitoring of field technicians. Brings escalations to the attention of a team lead or manager.
• Maintains levels of productivity, as outlined by management by meeting KPI (Key Performance Indicators) goals and completing tasks, including but not limited to job status reports, technical documentation and closing all work orders/within 24 hours of job completion. Accurately bills the customer and turns around approved invoices within 48 hours after creation of invoice.
• Develops relationships with the independently contracted technicians and answer their questions regarding company policy.
• Coordinates the purchase and delivery of the necessary materials needed to complete work at each location, including creating accurate purchase orders and following all required purchasing policies.
• Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary.
• Other duties and responsibilities as assigned.

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