Wireless Experience Leader

1 week ago

Bluefield, West Virginia, United States DISH Full time

About DISH

DISH, a pioneer in connectivity solutions, has been revolutionizing the future of telecommunications for over 40 years. Our business extends across satellite television service, live-streaming and on-demand programming, smart home installation services, mobile plans and products, and now we are developing America's First Smart Network.

Our brands include EchoStar, Hughes, DISH TV, Sling TV, Boost Mobile, and Gen Mobile.

About the Role

This Wireless Customer Experience Coach position is an excellent opportunity to join our team and take on a leadership role in ensuring exceptional customer experiences. The successful candidate will be responsible for directly supervising non-supervisory employees, engaging new employees, gathering and implementing feedback from agents, and developing employees to a high level of competency.

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 processes 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.
  • 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 relationships, and collect information on what our customers want from our Wireless lines of business.
  • Implement agreed-upon solutions, including account intervention and outbound calls, to improve the customer experience.
  • Work with other departments to improve processes and tools.
  • Stay abreast of changes to business policies and processes.
  • Effectively manage time and balance 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.

Requirements

  • A willingness to relocate to one of our locations: Bluefield, WV.
  • A willingness to work flexible schedules, including weekends, holidays, and evenings.
  • Expertise in at least three functional areas of the call center support environment is preferred.
  • Must meet or exceed current performance expectations.
  • Must be able to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
  • Write routine reports and correspondence.
  • Currently in a wireless role is preferred.
  • Speak effectively before groups of customers or employees of the organization.
  • Define problems, collect data, establish facts, and draw valid conclusions.

Compensation and Benefits

The estimated salary for this role is between $54,650 and $78,100 per year, depending on location and qualifications. 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. You can find more information about our benefits here: DISH Benefits.

We are 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.

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