Project Manager 1

Job Summary

Job Description

Responsibilities:

Your goals are to drive timely deliverables to the customer in accordance with the Service Level Agreement, while creating an excellent customer experience. Deliver information and resolve issues in a prioritized and accurate manner, while developing strong relationships with internal and external customers; these relationships require you to be a Comcast Business service offering expert. Have strong customer service skills and are a customer advocate in every situation. You are comfortable in a hands-on environment, enjoy problem-solving situations and thrive in a fast-paced environment. 

• Manage all aspects of service delivery for customers with fewer than 10 locations and simple product solutions. 
• Handle all customer-requested orders for new services, including managing internal and external escalations pre- and post-order to ensure successful service installation. 
• Create all "deals" in accordance with 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 acknowledgments or confirmations.    
• Manage and complete all Service Delivery tasks within Deal and SORD in HD, ensuring that tasks and order status are updated with order details and project comments. 
• Maintain data accuracy in the order database system. 
• Follow up on Carrier Site Survey Results, communicating results and site requirements to the customer. 
• Ensure on-time delivery of services and related project dates. 
• Communicate with customers on order-related details as needed. 
• Manage customer and vendor escalations. 
• Meet quality, productivity, turnaround time, and other expectations. 
• Contribute to continuous process improvement and enhanced customer service. 
• Investigate and respond to inter-departmental inquiries. 
• Coordinate and schedule calls with customers who prefer verbal updates, ensuring timely and informative communication. 
• Engage in weekly calls with vendors to obtain project updates, resolve issues, and ensure alignment with project goals. 
• Validate service performance to meet customer expectations after order completion. 
• Assist customers with basic account inquiries, such as contacting or engaging account managers for change orders or MACDs. 
• Meet or exceed individual productivity and departmental goals. 

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.

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