Specialist 2, Product Sales Support & Analysis

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. Job Summary We are seeking a dedicated professional to join our Sales Support Operations team as a key player in driving operational excellence and customer satisfaction. In this role, you'll manage internal requests, streamline case resolution, and support leadership initiatives that enhance the end-to-end order experience. You'll work closely with Sales and cross-functional teams to ensure the accuracy and timely delivery of Business Class services-from point of sale through installation. Your focus will include complex and strategic products such as Hospitality, Metro Ethernet, Voice Edge, and PRI, supporting both Small Business and Enterprise customers. Flexibility, collaboration, and a passion for continuous improvement are essential as this role evolves with the needs of the business. Job Description Core Responsibilities: • Review and validate contract details, serviceability, and product availability prior to order submission. • Assist with complex orders, including SMB, National (local), COT, Renewal, Restart/Merge, and Transfer. • Oversee orders from submission through order acceptance, scheduling, and installation. • Identify in-flight changes based on eligibility and ensure clean, accurate order entry across platforms. • Coordinate with Engineering, Construction, Order Management, and Tech Ops to ensure timely installations. • Provide timely updates on order status and proactively follow up to ensure resolution. • Support multi-location customers with multiple services, ensuring a seamless experience. • Maintain visibility into open cases and escalate as needed to meet service level agreements (SLAs). • Identify opportunities for process and procedure improvements; recommend and implement solutions. • Act as a Subject Matter Expert (SME) and mentor to less experienced team members. • Lead team coordination efforts, assign tasks, facilitate meetings, and conduct quality reviews. • Keep leadership informed of potential roadblocks and take initiative to resolve them. • Perform other duties and responsibilities as assigned. • Navigate and manage tasks across multiple systems, including: • CSG, CB Sales, Salesforce, Workbench, Café NX, Century, Remedy, Sphere, ECM • Maintain up-to-date knowledge of internal systems, processes, and product offerings. • Meet or exceed productivity and quality metrics, including: • Time to Resolution, Time to Respond, First Response Resolution, and QC Scores • Attend weekly Sales Manager and Director calls to review top cases and identify training or process gaps. • Actively participate in team meetings, virtual sessions, and special projects. Preferred Qualifications: • Proficiency with CB Sales (formerly Orion) 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. 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. Skills: Customer Experience (CX); Business; Com