Description 

The  Subject Matter Expert (SME) displays an above-average working knowledge of all products, services and policies. This knowledge has been displayed in part by displaying consistent above-average KPI results in relation to client / VXI goals and by personal observation.

The SME assists the center in providing detailed technical support and coaching for teams. This includes floor walking to answer real-time questions; delivering group up-training (i.e. lab sessions) and/or individual coaching sessions. May be involved in developing and/or enhancing training and coaching materials. 

SMEs also assist associates and support staff by analyzing department and agent call types and trends to determine specific coaching needs and sound action plans.  

Performs other duties as assigned by management. 

GENERAL DUTIES: 

The essential functions listed below are representative of duties performed by this job title. Duties generally include but are not limited to the following: 

GENERAL ESSENTIAL FUNCTIONS WHICH ARE NORMALLY REQUIRED: 

• Will likely be assigned to Comcast Production Division Group to assist in defined SME responsibilities including 
• “Provides general team support including answering questions, handling escalated calls 
• Provides added technical floor support to Comcast Account Associates by floor walking  
• Administers technical up-training and coaching sessions to Comcast team in groups and/or individual agents. 
• May develop or enhance department technical training and coaching materials. 
• Assists in analyzing data to determine specific action plans to coach and up-train agents and staff. 
• Makes sound recommendations to improvements in client and department tools and resources to improve efficiencies and customer experience. 
• Continually maintain working knowledge of all company products, services and promotions 
• May have weekly / monthly requirements to take customer calls to remain in touch with program tools, policies and procedures and/or in times of high call queue (i.e. All Hands On Deck periods). 
• Performs other duties as required 

PHYSICAL REQUIREMENTS: 

•  Must be able to sit at a desk, talk on the phone and use a computer monitor, keyboard and mouse for long periods (up to 8.0 hour per day or more).  

Required Qualifications: 

• 90 + Days in Production as a Comcast Account Associate  and in GOOD STANDING
• Availability to work a flexible schedule which includes all hours of call center operation 7 Days a week, available between 6 am and Midnight once fully operational
• 90% or more scheduled hours worked or better 
• 75% or HIGHER VOC 

Positive reliability and dependability record (positive attendance and tardiness record) 

• Ability to interface in positive and professional manner with all levels 
• Strong communication skills – verbal and written 
• Strong ability to analyze data and determine action items to improve results 

 TESTS: Applicants may be expected to pass any assessment associated with the position. 

 TRAINING: 

• Classroom training 
• On-the-job training 
• On-line training 

 SPECIAL JOB REQUIREMENTS: 

•  Specific job assignments may require day, evening, weekend or holiday hours. Overtime may be required 
• One year customer service work experience preferred.  
• Excellent computer skills 
• Preferred strong working knowledge of Microsoft Office applications including Excel, Word and PowerPoint.