Expert Customer Service Representative
Company: DISH Network L.L.C
Location: Englewood
Posted on: April 28, 2024
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Job Description:
Company Summary
DISH, an EchoStar Company, has been reimagining the future of
connectivity for more than 40 years. Our business reach spans
satellite television service, live-streaming and on-demand
programming, smart home installation services, mobile plans and
products, and now we are building America's First Smart
Network---.
Today, our brands include EchoStar, Hughes, DISH TV, Sling TV,
Boost Infinite, Boost Mobile, DISH Wireless, OnTech and
GenMobile.
Department Summary
Our Sales teams advocate for our products and the customers they
serve. We've built a loyal customer base by selling consumers,
retailers, affiliate partners, distributors and industry
stakeholders on the DISH brands with authenticity. The sales
department is critical to driving demand and creating strategic
partnerships across the industry.
Job Duties and Responsibilities
This is a case management customer service position that receives
highly escalated issues from a variety of avenues, including, but
not limited to: State Attorney General and Better Business Bureau
offices, the FCC, DISH Network executives and customers.
Case Managers are responsible for assisting customers on a wide
range of topics including billing, contract disputes, product
features, and resolving customer concerns in general. The job
requires the ability to problem solve, extensive knowledge of DISH
Network products and policies, and the ability to compose
well-written response letters or executive level summaries.
Case Managers are at the highest-level customer service position at
DISH Network. The expectations for the job are not only to resolve
customer concerns, but to generate business ideas or proposals to
make a positive impact on the company.
Key Responsibilities:
Contacting DISH Network and Mobile Wireless customers by phone or
with written correspondence to resolve their issue
Maintaining departmental service levels and resolving all customer
concerns in a timely manner
Problem-solving cases and trends in escalations received and
generating ideas to help reduce escalations
Identifying opportunities within escalations and validating if a
process or policy needs to be changed or adjusted
Working with internal departments to investigate complaints that
are received to ensure we're not only resolving the escalation but
preventing future escalations
This is an in-person role. The shift is Tuesday - Saturday.
Skills, Experience and Requirements
Education and Experience:
Skills and Qualifications:
The ability to multi-task, be organized, and be a self-starter,
demonstrating excellent project management skills
The ability to learn quickly, prioritize and work under pressure,
adapt to a rapidly changing environment, and demonstrate a sense of
urgency
The ability to draft professional customer letters and emails
The ability to problem-solve difficult customer complaints
The ability to interact with internal departments, upper
management, and other groups in order to identify long-term
solutions
Salary Ranges
Compensation: $20.72/Hour - $29.62/Hour
Benefits
We offer versatile health perks, including flexible spending
accounts, HSA, a 401(k) Plan with company match, ESPP, career
opportunities and a flexible time away plan; all benefits can be
viewed here: DISH Benefits .
The base pay range shown is a guideline. Individual total
compensation will vary based on factors such as qualifications,
skill level and competencies; compensation is based on the role's
location and is subject to change based on work location.
Candidates need to successfully complete a pre-employment screen,
which may include a drug test and DMV check.
This will be posted for a minimum of 3 days or until the position
is filled.
We pride ourselves on developing and promoting talent as an Equal
Employment Opportunity Employer - Veteran/Disability. All qualified
applicants will receive consideration for employment without regard
to race, color, religion, sex, sexual orientation, gender identity,
national origin, disability, or protected veteran status. We are a
true merit-based organization and work hard so there are no
artificial barriers to one's potential success. DISH is committed
to a workforce where everyone's opportunities are limitless.
Consistent with this commitment, DISH will endeavor to provide
reasonable accommodation to otherwise qualified job applicants and
employees with known physical or mental disabilities, unless doing
so poses an undue hardship on the Company, poses a direct threat of
substantial harm to the employee or others, or is otherwise not
required by law.
Keywords: DISH Network L.L.C, Aurora , Expert Customer Service Representative, Hospitality & Tourism , Englewood, Colorado
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