Comcast Customer Experience Coach in Centennial, Colorado
Comcast Business offers technology solutions ranging from Ethernet, internet, and WiFi connectivity to voice, television, and managed Enterprise solutions to power businesses of all sizes to perform better. From small businesses to mid-market and large Enterprise organizations, Comcast Business serves business customers across the country. Powered by an advanced, Gig-speed network and backed by 24/7 technical support, Comcast Business is one of the largest contributors to the growth of Comcast Cable. The organization is the nation's largest cable provider to small and mid-size businesses and has emerged as a force in the Enterprise market, recognized by leading industry associations as one of the fastest growing provider of Ethernet services.
-Responsible for delivering one-on-one coaching to CAEs focused on customer experience.
-Facilitate solutions transactional NPS huddles, assist Supervisors with eNPS huddles.
-Complete customer call backs to understand customer feedback and utilize this information to create huddle topics, identify process gaps, and to drive process improvement. Acts as resource for colleagues with less experience.
-Support the local elevations process by bringing possible elevations to leadership along with actively looking to implement change needed to resolve elevations.
-Coach reps to excellent customer experiences by focusing on a combination of soft skills coaching, accountability to the customer and problem solving.
-Complete customer call backs, speaking with two customers a day utilizing the customer feedback to prepare coaching and huddle topics.
-Create and administer coaching plans with Supervisors that reinforce proper coaching to S4B call flow.
-Create agendas and facilitate weekly team huddles based on themes from customer call backs.
-Support the local elevations process by bringing issues to elevations meetings along with supporting finding and implementing solutions.
-Partner with Leadership to identify coaching opportunities, offer feedback and support for the frontline agents.
-Identify trends in tNPS, rNPS, and eNPS to drive motivation, engagement, and process improvement to positively impact the customer and employee experience.
-Experience working in a Customer Contact Center required
-Travel as required, working with site leadership on solutions initiatives, and proactively supporting NPS culture. Based on the needs of the business, may also be assigned to work with additional site or outsource locations.
-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
Bachelor’s Degree or Equivalent
Generally, requires 5-7 years related experience
Comcast is an EOE/Veterans/Disabled/LGBT employer