CX Ambassador

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.

This role includes managing customer escalations, resolving complex issues, and ensuring a positive customer experience while driving continuous process improvements. It also focuses on leveraging technology, productivity tools, and data-driven insights to enhance customer care strategies and operational performance.

Responsibilities: If currently (or in the future) located within driving distance to the Philadelphia Headquarters (50 miles or less), may be asked to visit the office to work physical correspondence on a weekly basis Effectively investigate and resolve Core and Xfinity Mobile Unauthorized Charge Disputes in accordance with documented policy.  Provide coaching feedback to submitter as appropriate. Provides customer service with regard to all facets of customer contact, including customer escalations, and operations analysis. Utilizes all available resources including but not limited to - E360, XM360, ACSR, and ECM to complete the aforementioned tasks. Providing comprehensive customer service support, encompassing all aspects of customer contact and operational analysis Reviewing and recommending improvements to customer service workflows to enhance operational efficiency Analyzing key performance indicators and other metrics to gauge customer service effectiveness Implementing innovative methods and techniques to improve customer service operations Collaborating with management on the development and execution of impactful cost-saving strategies Assisting in the coordination and support of plans aimed at achieving effective and sustainable cost reductions Engaging with cross-functional teams to identify and prioritize customer service enhancements Contributing to the planning and implementation of strategic customer service initiatives to drive organizational goals Participating in the continual assessment and refinement of customer service processes for optimal performance 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. 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