Job Listing: Check-In Representative 1 - San Jose, California
Hours: 12 p.m. to 9 p.m. Thursday through Monday. This position coordinates the back office customer touch points to ensure effective and efficient operations, and assists in providing quality customer service by the following: research, resolution and prevention of issues affecting revenue, non responders, lost equipment, database integrity and quality control.
May also be responsible for receiving and accounting for cash receipts received daily from field technicians, and for maintaining and accurately recording all work orders and items checked in.
PRIMARY DUTIES AND RESPONSIBILITIES:
Duties may vary depending upon assignment.
· Pre and post calls to customers
· Conduct work order audits by verifying work orders in billing system
· Research work orders; identify and resolve database discrepancies created by order entry errors for billing, scheduling and equipment issues through analysis of CSG or Vantage reports
· Determine / recommend escalation level for discrepancies
· Check in money from the field; audit and account for all money collected in the field associated with work orders and prepare them for next day’s bank deposits
· Apply credits to accounts
· Generate follow up work orders
· May handle escalated customer issues
· Provide feedback to Operations, Dispatch and the Field
· May input MPRs:
· Daily input and update of field employee information sheets for Fulfillment and Network operations for operational metrics tracking and analysis.
· Review and enter daily Tech completion sheets from supervisors and enter the data into the Fulfillment and Network MPR Access database.
· Enter results from field Quality checks as directed by supervisor; maintain QC records and monitor performance.
· Prepare standard productivity reports for field supervisors
· Other duties as assigned
Punctual, regular, and consistent attendance.
Required Skills
EDUCATION, EXPERIENCE AND SKILL REQUIREMENTS:
· High School diploma or equivalent
· Minimum of one year of dispatch or customer service experience.
· Basic PC skills including familiarity with Microsoft Office applications and database software
· Basic knowledge of or ability to learn CSG billing system
· Ability to work within an established work schedule and meet deadlines
· Ability to handle a large volume of work and workflow
· Excellent verbal and written communication skills
· Strong organizational and time management skills
· Ability to work independently with minimal supervision
· Excellent attention to detail
· Problem solving skills
· Solid analytical skills
· Ability to accurately handle cash
· Demonstrated proficiency in competencies as outlined in the General Model of Excellence
PHYSICAL REQUIREMENTS:
· Frequent to continuous sitting
· Occasional standing, bending, reaching and stooping
· Frequent to continuous use of computer keyboard and phone system
· Possibly some lifting and carrying up to 25 pounds.
· Ability to work overtime, as needed.
Comcast is an Equal Employment Opportunity/Affirmative Action/Drug-free workplace employer.
Job Details |
Job Location |
Candidate Application |
| Employer: Comcast | Address: | Contact: |
| Job Type: Full-time | City: San Jose | |
| Experience: | State: California | |
| Education: Any | Zip Code:95127 | Online: Website Link |
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