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TMCNet:  Comcast alters North Lebanon office

[November 12, 2012]

Comcast alters North Lebanon office

Nov 12, 2012 (Lebanon Daily News - McClatchy-Tribune Information Services via COMTEX) -- In a move the company says is to "standardize" its operation, Comcast is moving its sales department from the call center in North Lebanon Township to Pittsburgh, a company official confirmed Monday.


About 60 sales positions are expected to be affected by the move from the Suzy Street center to the western Pennsylvania office, effective in early 2013. At the same time, the company plans to consolidate its retention department from Pittsburgh to North Lebanon's call center.

"Retention" refers to the process of handling and resolving customer complaints.

A company official said that, while the specific positions will be altered, there will be no change in the number of workers in North Lebanon.

"Comcast employs almost 11,000 in the state of Pennsylvania and has plans to hire about 100 additional customer service, technical and other positions in western and central Pennsylvania alone by the end of the year," said Bob Grove, company spokesman.

The changes in Lebanon are part of an ongoing effort to standardize many of the company's operational processes, Grove said, to ensure consistency and quality in customer care, as well as to better support employees through enhanced training. This will ensure that customers are directed to the agents best equipped to help with their exact needs. There are specialized operations centers in Pennsylvania, and we hope to transition many of the employees impacted by these changes into new roles and locations in the state.

Employees affected by the plan were told at a meeting last week.

One employee, who asked not to be identified, said the workers are disappointed about the company's decision. The employee said the company has offered affected workers a choice of moving to the office in Pittsburgh or applying for a position in the retention department that will be moved to North Lebanon, which the employee said will not pay as well. The employee said workers were given a week to respond with a choice.

"I don't know what's going to happen," said the employee, adding that it would difficult for them to find a position in this area in a week that is comparable to the ones they have at Comcast.

Grove declined to provide other details about the consolidation.

Philadelphia-based Comcast Corp. provides communication services nationwide including cable TV, high-speed Internet via broadband, telephone and home security.

chrissholly@ldnews.com; 272-5611, ext. 151 ___ (c)2012 the Lebanon Daily News (Lebanon, Pa.) Visit the Lebanon Daily News (Lebanon, Pa.) at www.ldnews.com Distributed by MCT Information Services

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