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Client Support Specialist

2 months ago

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

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

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

Department Overview

Within the Customer Experience Operations (CXO) division, the Field Operations team represents the company to our clientele, focusing on resolving inquiries, preventing future challenges, and promoting our offerings while actively listening and engaging with customers through voice and chat interactions.

This position is part of an on-site team operating from our advanced facility.

Responsibilities

As a Customer Experience Representative, you will act as a resource for inquiries related to billing, programming, and technical support, including promoting products and services to both new and existing customers to enhance their DISH experience. You will provide solutions for a range of customer concerns, from straightforward issues to more complex situations. If you enjoy problem-solving and engaging with people from various locations, this role is ideal for you.

Key Responsibilities:
  • Enjoy at least 2 consecutive days off each week.
  • Assist customers during operational hours from 6 AM to 10 PM MT.
    • Two scheduling options: 8-hour shifts for 5 days or 10-hour shifts for 4 days.
  • Maintain open availability, including weekends and holidays, with potential schedule adjustments every 12-15 weeks based on business requirements.
  • Handle back-to-back customer service or technical support calls throughout your shift.
  • Interact with a diverse customer base to provide tailored solutions for their needs and technical issues.
Benefits:
  • Starting pay at $15.50/hr
    • Additional $2/hr pay differential for weekend and evening shifts.
  • 10% increase in starting pay upon successful completion of apprenticeship.
  • Performance-based incentive plan beyond regular compensation.
  • Company-provided equipment.
  • Comprehensive Benefits Package
    • Medical, Dental, and Vision Insurance.
    • Paid Time Off and Sick Leave.
    • 401(k) plan with company matching.
    • Tuition reimbursement opportunities.
  • Discounts on DISH, Sling, and 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
    • We provide clear career paths and significant opportunities for growth.

Qualifications

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 remain focused on calls throughout the shift with minimal distractions.
  • Excellent attendance record.
  • Flexibility to work between 6 AM and 10 PM MT, including weekends and holidays, with potential schedule changes every 12-15 weeks.
  • On-site presence required, with the possibility of transitioning to a hybrid schedule based on performance and business needs.
  • Proficiency in managing multiple applications and providing exceptional customer service over the phone.
  • Intermediate skills in Microsoft Office and/or G-suite applications.
  • Adaptability to meet changing business requirements.
Compensation

Salary: $15.50/Hour
Benefits Overview

We offer a range of health benefits, including flexible spending accounts, HSA, a 401(k) plan with company match, employee stock purchase plan, career advancement opportunities, and a flexible time-off policy; all benefits are detailed in our benefits overview.

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