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Bilingual Wireless Account Security Representative
2 months ago
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 Mobile and Gen Mobile.
Department Summary
As a part of Customer Experience Operations (CXO), the Field Operations team is the voice of the company to our customers with a focus on resolving customer issues, preventing future problems, and promoting our services, while listening, connecting and caring for the customer through voice and chat interactions.
Job Duties and Responsibilities
The Wireless Account Security Rep plays a crucial role in mitigating and preventing fraudulent activities on Boost Mobile member accounts by using tools and strategic questions to verify the identity of callers who are unable to verify with a frontline representative. The Wireless Account Security Rep also supports a variety of transactions on accounts once identity verification is passed.
Primary job duties include:
- Receiving inbound calls and providing real-time support to members
- Using information and guidance in tools to perform account verification
- Completing transactions per the member’s request
- Applying customer service skills to navigate challenging situations
- Participating in regular calibration sessions and roundtable discussions with stakeholders
- Demonstrating a high level of integrity and trustworthiness when working with sensitive and confidential information
Skills, Experience and Requirements
- Must be able to speak with customers in Spanish and English
- A High School diploma, GED, or equivalent call center experience
- Minimum of 2 years of experience in one of the following: fraud prevention, wireless telecommunications, or other call center experience
- Ability to analyze data, identify patterns, and recognize anomalies that may indicate fraudulent activity
- Intermediate level of proficiency in Microsoft Office and/or G-suite applications
- Position is on-site and employee must reside within drivable distance
- Strong interpersonal skills, including the ability to firmly but respectfully communicate difficult messages
- Must be flexible to accommodate changing business requirements
- Willingness to work flexible schedules - pay differential of $2/hour applies to weekends, evenings and holidays
- Learns quickly when facing new situations, makes the most out of available resources
- Is a self-starter with an innate curiosity to explore and identify new process solutions
- Able to collaborate in a team environment and across other teams
What is in it for you?
- Starting hourly pay at $21.57 + $0.50 language differential
- Extensive benefits package
- 330 free channels including premiums
- $5 monthly Sling Blue and Orange service
- $10 per line (up to 5) for Boost Mobile
- Medical, Dental, Vision Insurance
- Paid vacation and sick time
- 401(k) Investments with Company-matched funds
- Tuition reimbursement
- Opportunity is our greatest benefit.
- Grow with us and be amongst the first to help us disrupt the wireless industry.
- Our representatives are built to work hard and rise and this role is a stepping stone into many other potential opportunities available within the company. We offer defined career ladders and extensive opportunities for upward mobility.
We encourage personal and professional growth by supporting you with all the tools to advance your career.
Salary Ranges
Compensation: $21.57/Hour
Benefits
At Dish, we celebrate and embrace diversity and inclusion, where all people are welcome and supported. Learn more about how our employees come together, share common interests and make valuable connections, both in and out of work; Employee Resource Groups.
From versatile health perks to new career opportunities, check out our benefits on our careers website.
Candidates need to successfully complete a pre-employment screen, which may include a drug test.
