Customer Success Manager, SOC Specialist 3

Comcast Business offers a suite of Connectivity, Communications, Networking, Cybersecurity, Wireless, and Managed Solutions to help global organizations of all sizes prepare for what’s next. Powered by the nation’s largest Gig-speed broadband network and backed by 24/7 customer support, Comcast Business is the nation’s largest technology provider to small businesses and one of the leading service providers to the Enterprise market. Comcast Business has been consistently recognized by industry analysts and associations as a leader and innovator, and one of the fastest growing providers of Ethernet services.

Job Summary

This job is responsible for formulating and implementing Customer Care Operations policies and setting performance standards. It involves creating strategies that integrate technology and tools to improve service quality. The role focuses on driving revenue and refining departmental processes. Experience with Sentinel 1 and Rapid 7 highly preferred.

Job Description

Responsibilities:

• Experience with Sentinel 1 and Rapid 7 highly preferred.
• Leads customer-facing calls that provide security related details to the customer's environment.
• Designing and executing process improvements, policies and performance standards.
• Ability to communicate technical security concepts to both technical and executive audiences.
• Providing routine reports and analysis of Key Performance Indicators and other operational metrics to inform strategic decisions
• Proven experience managing sensitive customer conversations with professionalism and confidence.
• Evaluating and adopting innovative methods and techniques to enhance operational effectiveness in customer service.
• Offering leadership and expertise in all aspects of customer contact and operational analysis to drive customer service excellence
• Coordinating with various teams to support the execution of strategic plans aimed at improving customer service outcomes.
• Leading cross-functional initiatives to streamline customer service processes and improve the customer experience
• Conducting thorough assessments of customer service operations to identify areas for continuous improvement.
• Exceptional verbal communication and presentations skills in high visibility environments.
• Consistent exercise of independent judgment and discretion in matters of significance.
• Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) 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.

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Please visit the 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.

Certifications (if applicable)

Relevant Work Experience

5-7 Years

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.