Client Support Specialist

2 weeks ago

Bluefield, West Virginia, United States DISH Full time
Company Overview

DISH has been innovating the landscape of connectivity for over four decades. Our services encompass satellite television, live streaming, on-demand content, smart home installations, mobile services, and products, as we strive to create America's First Smart Network.

Our portfolio includes brands such as DISH TV, Sling TV, Boost Mobile, and others.

Department Overview

Within the Customer Experience Operations (CXO), the Field Operations team represents the company to our clients, focusing on resolving inquiries, preventing future issues, and promoting our offerings. We prioritize listening, connecting, and caring for our customers through voice and chat communications.

This position is part of an on-site team located at our advanced facility.

Key Responsibilities

As a Customer Experience Representative, you will act as a resource for billing, programming, and technical support inquiries. Your role will involve promoting products and services to enhance the value and enjoyment of our offerings for both new and existing customers. You will address a range of customer concerns, from straightforward queries to more complex issues. If you enjoy problem-solving and engaging with individuals from various locations, this position is ideal for you.

In this role, you will:
  • Enjoy a minimum of 2 consecutive days off
  • Assist customers during operational hours from 6 AM to 10 PM MT
    • Choose between two shift options: 8-hour shifts for 5 days a week or 10-hour shifts for 4 days a week
  • Maintain open availability, including weekends and holidays, with potential schedule adjustments every 12-15 weeks based on business needs
  • Handle consecutive technical support or customer service calls throughout your shift
  • Interact with a diverse customer base to provide tailored solutions for their needs and technical challenges
What we offer:
  • Starting pay at $15.50/hr
    • Additional $2/hr for weekend and evening shifts
  • 10% increase upon completion of apprenticeship
  • Performance-based incentive plan beyond regular pay
  • Company-provided equipment
  • Comprehensive Benefits Package
    • Medical, Dental, Vision Insurance
    • Paid Time Off and Sick Leave
    • 401(k) with company matching
    • Tuition reimbursement
  • Discounts on DISH, Sling & Boost services
    • Access to 330 free channels, including premium options
    • $5 monthly Sling Blue and Orange service
    • $10 credit per line (up to 5) for Boost Infinite wireless
  • Opportunities for advancement
    • Our representatives are encouraged to excel and progress. We provide clear career paths and ample opportunities for growth.


Skills, Experience, and Requirements

Ideal candidates possess:
  • High School diploma, GED, or equivalent experience
  • Six months of relevant customer service and troubleshooting experience or training
  • A willingness to be coached and a desire to learn new skills
All candidates must demonstrate:
  • Ability to stay engaged on calls throughout your shift with minimal distractions
  • Excellent attendance record
  • Open availability to work between 6 AM to 10 PM MT, including weekends and holidays
    • Flexibility for schedule changes every 12-15 weeks
  • On-site position; candidates must reside within a reasonable commuting distance
    • Post-training schedules may include a mix of remote and on-site work based on performance and business needs
  • Proficiency in technology, capable of managing multiple applications while delivering exceptional customer service over the phone
  • Intermediate skills in Microsoft Office and/or G-suite applications
  • Flexibility to adapt to changing business requirements
Compensation

The starting compensation is $15.50/hour.
Benefits

We provide a range of health benefits, including flexible spending accounts, HSA, a 401(k) plan with company match, employee stock purchase plan, career development opportunities, and a flexible time-off policy. All benefits details can be reviewed through our benefits portal.

The compensation range provided is a guideline. Individual total compensation may vary based on qualifications, skills, and competencies, and is influenced by the role's location. Candidates must successfully complete a pre-employment screening, which may include a drug test and DMV check.

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