Service Delivery Specialist

2 weeks ago


Tulsa, Oklahoma, United States DISH Full time
About the Role

As a Service Delivery Specialist, you will play a key role in driving exceptional customer experiences across our brands. This position requires strong leadership skills, excellent communication abilities, and a passion for delivering outstanding results.

  • You will be responsible for leading teams to deliver exceptional customer experiences, leveraging your expertise to develop and implement strategies that meet customer needs.
  • Gather and implement feedback from agents to continuously improve wireless processes and ensure seamless customer experiences.
  • Collaborate with cross-functional teams to identify areas for improvement and develop innovative solutions to address customer concerns.

Key Responsibilities:

  • Directly supervise non-supervisory employees; responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
  • Engage, teach, mentor, guide and develop new employees.
  • Gather and implement feedback from agents on wireless process to improve wireless processes.
  • Develop employees to a high level of competency and prepare them for career advancement opportunities.
  • Facilitate team meetings to ensure effective communications and that all team members have the most current information available.
  • Receive, evaluate, research and resolve customer issues that have been elevated and require a higher level of expertise to ensure customer satisfaction.
  • Ensure adequate standards are met for attendance, payroll, performance documentation and other employment paperwork/entries.
  • Properly analyze and communicate department results, i.e. sales, productivity, quality and attendance.
  • Use tools such as surveys, recorded calls, website feedback, chat transcripts, and other data to determine the need for customer recovery and determine the correct course of action to resolve highly escalated customer scenarios.
  • Communicate with customers through both phone and email to resolve concerns, repair the relationship, and collect information on what our customers want from our Wireless lines of business.
  • Implements agreed upon solutions, including account intervention and outbound calls, in order to improve the customer's experience.
  • Work with other departments to improve processes and tools.
  • Stay abreast of changes to business policies and processes.
  • Effectively manage time and balances multiple tasks.
  • Take inbound calls to assist customers and provide best in class customer service.
  • Behave as a leader within the company at all times.
  • Handle inbound calls each week to maintain call proficiency.

The salary range for this position is $54,650.00 - $78,100.00 per year.


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