HARRISBURG, Pa., Feb. 25, 2014 /PRNewswire/ --Pennsylvania Governor Tom Corbett today joined Comcast officials in marking the formal opening of the company's new customer support center in Susquehanna Township, Dauphin County. The facility is currently staffed by more than 500 employees, 425 of whom have filled new positions. Another 100 new positions are expected to be filled by year's end, bringing total employees at the center to more than 600.
Employees at the 110,000-square foot facility at 2801 Valley Road have been providing support for Comcast residential products and services for several months, 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. Extensive renovations and installation of state-of-the-art technology are now complete.
"Comcast's investment and growth in the mid-state means 600 job opportunities for Pennsylvanians," said Governor Tom Corbett. "It's a testament to the talent and available workforce of the region and our efforts to build a stronger Pennsylvania."
Comcast currently employs approximately 12,000 individuals across the Commonwealth, with plans for continued hiring, and invested in excess of $2.2 billion in PA in 2012 alone in employees, tools, technologies, infrastructure and community initiatives. Harrisburg Call Center employees are drawn from seven different counties, including Dauphin, Cumberland, Perry, Lebanon, Adams, York and Lancaster.
"This vibrant new facility is an important part of our ongoing commitment to provide an outstanding customer experience," said Jim Samaha, senior vice president of Comcast's Keystone Region. "We've made an investment in the technology and training to ensure customers are quickly connected to agents who can help them, and we've made an investment in the strong and talented workforce of Central Pennsylvania. From their first day here, these employees have demonstrated an impressive dedication to delivering a great experience to our customers."
By sharing calls from across the northeast, employees in the Harrisburg Call Center can be more responsive to customers, reducing or eliminating wait times, and also more flexible to handle additional calls during peak times - for example, during a storm.
Every agent at the facility benefits from more than 60 miles of CAT-6 wiring, a new IP-based phone system and scalable virtual desktop technology that immediately transmits up to 1 gigabyte of data via two large monitors and thus speeds resolution time. Employees also benefit from more than 30 wireless access points throughout the building that enable supervisors to support agents by accessing information via tablets, and fiber redundancies, battery backup and generator support that ensure the network will maintain calls and connectivity should power to the building be lost.
"The tools in use at the Harrisburg Call Center bring together advanced technology and best practices from across the Division so our agents can seamlessly and continuously access all relevant information to help our customers," said Paul D'Arcangelo, senior vice president of customer care for Comcast's Northeast Division.
The new Call Center also includes amenities that are important in creating a productive work environment, such as an exercise center, cafeteria, convenient on-site parking, public transit access, specifically-designed training/meeting facilities and the nearby availability of shopping venues and restaurants.
About Comcast Cable:
Comcast Cable is the nation's largest video, high-speed Internet and phone provider to residential customers under the XFINITY brand and also provides these services to businesses. Comcast has invested in technology to build an advanced network that delivers among the fastest broadband speeds, and brings customers personalized video, communications and home management offerings. Comcast Corporation (Nasdaq: CMCSA, CMCSK) is a global media and technology company. Visit http://www.comcastcorporation.com for more information.
About Comcast's Northeast Division
Comcast's Northeast Division serves almost eight million residential and business customers across Maine, Massachusetts, Vermont, New Hampshire, Connecticut, Rhode Island, Delaware, Maryland, New Jersey, North Carolina, Ohio, Pennsylvania, Virginia, West Virginia and Washington, DC. The Northeast Division is based in Manchester, N.H. and employs approximately 24,000 people.
SOURCE Comcast Cable
