Customer Support Agent

1 month ago

Wytheville, United States DISH Full time
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 Mobile and Gen Mobile.

Department Summary

The Wireless Customer Service Representative role is part of a team that is based out of our cutting edge Bluefield facility and will be amongst the first to experience our latest state-of-the-art wireless technology. Post-training production schedule may include a rotation of at-home and onsite work based on performance and business needs.

You will have the opportunity to become a subject matter expert in the Bluefield location and build excitement around the latest wireless developments. Collaborating with your team on-site will allow you to expand your professional network and create future career opportunities.

Job Duties and Responsibilities

As a part of the Customer Experience Team (CXO), you will be the voice of the company to our customers. This team focuses on resolving customer issues, preventing future problems, and promoting our services, while listening, connecting and caring for the customer through voice and chat interactions. Team members maintain strong knowledge of our wireless products, accessories and pricing plans. Your mission is to be one of the best customer support advocates in the industry.

Tasks and Responsibilities

Team members are responsible for providing quality customer service as well as activation and technical support. Other responsibilities include:
  • Establish long-term customer relationships by providing exceptional service and one-call resolution
  • Maintain strong knowledge of our wireless products, accessories and pricing plans
  • Provide product suggestions and sell our products and services to customers
  • Accurately respond to customers' questions regarding billing, devices , product features, troubleshooting, and hardware operation
  • Identify opportunities and provide feedback by assessing call trends and/or diagnostic improvements to provide a higher level of customer service, performance and efficiency
  • Transform into the best customer support advocate in the business, engaging with a diverse consumer base to provide solutions for customer needs and technical issues
Skills, Experience and Requirements

All candidates must have
  • High School diploma, GED, or equivalent experience
  • An awesome attitude with a customer-first mindset
  • A desire to work in a collaborative team environment
Ideal candidates will have
  • Related customer service experience and/or training is a plus
  • Experience in the wireless industry is a plus
  • Familiarity with wireless devices and their functions
  • Familiarity with the process of changing wireless providers
  • Strong sense of pride when assisting customers with pricing, wireless devices, services and products
  • Adaptability to different work environments
  • High engagement throughout the entirety of their shift
  • Willingness to work flexible schedules - pay differential applies to weekends and evenings
    • $2/hr additional per hour worked after 6 pm
    • $2/hr additional per hour worked on weekends
  • Ability to smoothly operate Windows OS desktop computers
  • Ability to multitask and effectively problem solve; speaking with customers while logging information, following different processes, and navigating customer tools
  • Excellent written and verbal communication skills with the ability to provide a high level of customer service
  • Willingness to proactively communicate problems back to the business
  • A desire to continually improve and an openness to being coached and developed
What's in it for you?
  • Starting pay at $17.50/hr
    • A 10% pay increase after 90 days
  • Opportunity is our greatest benefit
    • Our representatives are built to work hard and rise. We offer defined career ladders and extensive opportunity for upward mobility.
    • We encourage personal and professional growth by supporting you with all the virtual tools to advance your career.
  • Company-provided equipment
  • Extensive Benefits Package
    • Medical, Dental, Vision Insurance
    • Paid vacation and sick time
    • 401(k) Investments
    • Company-matched funds
    • Tuition reimbursement
    • Heavily discounted DISH, Sling, & Boost Mobile
      • 330 free channels including premiums
      • $5 monthly Sling Blue and Orange service
      • $10 credit per line (up to 5) for Boost Mobile
Salary Ranges

Compensation: $17.50/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. Our company is committed to fostering an inclusive and equitable workplace where every individual has the opportunity to succeed. We are dedicated to providing individuals with criminal or arrest records a fair chance of employment in accordance with local, state, and federal laws.

The posting will be active for a minimum of 3 days. The active posting will continue to extend by 3 days until the position is filled.

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