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Comcast to open doors on new customer support center in Pa.

Wed, 03/20/2013 - 12:30pm
Mike Robuck

Comcast announced this morning that it will open a new, state-of-the art customer support center this summer in Susquehanna Township, Dauphin County, which is near Harrisburg Pa.

Comcast will fill 425 new jobs at the facility, which brings its total number of employees across the state to 12,000.

“I’d like to thank Comcast for bringing 425 new jobs to Central Pennsylvania,” said Pennsylvania Governor Tom Corbett.  “By choosing to expand here in Dauphin County, Comcast is enhancing what is already a very significant contribution to Pennsylvania’s economy. Comcast is committed to Pennsylvania, and I look forward to continuing to work very closely with the company in the future.”

Employees at the new center will provide support for all Comcast residential products and services, handling calls from across the Northeast Division, which serves almost eight million customers in 14 northeastern states from Maine through Virginia and the District of Columbia. Comcast will continue to operate five existing call centers in Pennsylvania.

“This new facility represents our latest investment in the tools, technologies and people that will help improve our customers’ experiences with us,” said Paul D’Arcangelo, senior vice president of customer care for Comcast’s Northeast Division. “When our customers reach this center, they will be connected with agents who are best equipped to help with their specific needs.”

Comcast will start advertising the new jobs next week. The new 500-seat facility is 110,000 square-feet. Comcast also has call centers in York, Lebanon, Philadelphia and two in Pittsburgh.

“We are pleased to be opening this new facility, presenting professional growth opportunities for current employees and adding hundreds of new team members who will be focused on providing the best possible customer service,” said Jim Samaha, senior vice president of Comcast’s Keystone Region. “This is an ideal mid-state location with a strong and talented labor market.”

Last year Comcast’s total employee investment, including payroll, payroll taxes, benefits, healthcare, training and tuition reimbursement, totaled almost $1.4 billion in Pennsylvania.

Cable operators have put an increased focus on customer support over the past few years. Better customer service can cut down on expensive truck rolls, while also reducing subscriber churn.

On its most recent fourth-quarter and year-end earnings call, Comcast chief financial officer Michael Angelakis said Comcast reduced its video losses by more than 25 percent over 2011 thanks to improved products and customer support.

“In 2012, we reduced our activity levels by more than 4.5 million truck rolls and by 16 million agent calls handled in our call centers, even as we added 1.5 million total new customers,” Angelakis said on the call.

 

 

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