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Customer Service Representative

Company: DISH
Location: Bluefield
Posted on: June 9, 2024

Job Description:

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 Infinite, Boost Mobile, DISH Wireless, OnTech and GenMobile.


Department Summary

As a part of Customer Experience Operations (CXO), the Field Operations team is the voice of the company to our customers with a focus on resolving customer issues, preventing future problems, and promoting our services, while listening, connecting and caring for the customer through voice and chat interactions.



This role is a part of an on-site team that is based out of our cutting edge Bluefield facility.


Job Duties and Responsibilities

As a Customer Experience Representative, you will serve as an information resource for billing, programming, and technical troubleshooting questions - including promoting products and services to our new and existing customers so they get the most value and enjoyment from their DISH experience. You will be providing solutions to customers, from simple concerns to escalated and complex situations. If you like to solve problems and interact with people from across the country or maybe just a few towns over, this is the spot for you!



In this role, you will:

Always have at least 2 days off in a row
Support customers between the hours of 6 AM to 10 PM MT
Two shift structures: 8 hour shifts 5 days a week, or 10 hour shifts 4 days a week

Have open availability including weekends and holidays, that allows for potential schedule change every 12-15 weeks based on business needs
Take back-to-back tech support or customer service phone calls with customers throughout the entirety of your shift
Engage with a diverse consumer base to provide solutions for customer needs and technical issues



What's in it for you?

VA starting pay at $15.50/hr, WV starting pay at $15.00/hr Plus a pay differential of $2/hr when working weekends and evenings


10% increase to your starting rate upon completing apprenticeship
Performance incentive plan above and beyond regular pay
Company-provided equipment
Extensive Benefits PackageMedical, Dental, Vision Insurance
PTO and Paid Sick Time
401(k) Investments with Company-matched funds
Tuition reimbursement


Discounted DISH, Sling & Boost services330 free channels including premiums
$5 monthly Sling Blue and Orange service
$10 credit per line (up to 5) for Boost Infinite wireless


Opportunity is our greatest benefitOur representatives are built to work hard and rise. We offer defined career ladders and extensive opportunity for upward mobility.





Click here to watch a short video previewing the Top 10 reasons to join our award-winning customer experience team to help keep people, families and communities connected to the news and entertainment that matters!


Skills, Experience and Requirements

Ideal representatives have:

High School diploma, GED, or equivalent experience
Six months of related customer service and troubleshooting experience and/or training
An openness to being coachable and a desire to learn new techniques

All representatives must have:

Ability to remain engaged on the phone throughout the entirety of your shift with minimal to no distractions
Superb attendance
Open availability to work between the hours of 6 AM to 10 PM MT as well as weekends and holidaysFlexibility with schedule changes every 12-15 weeks


Position is on-site and employee must reside within drivable distancePost-training production schedule may include a rotation of at-home and onsite work based on performance and business needs


Tech savviness with the ability to smoothly operate multiple windows and tabs, while simultaneously providing Best In Class Customer Experience speaking to customers over the phone
Intermediate level of proficiency in Microsoft Office and/or G-suite applications
Must be flexible to accommodate changing business requirements


Salary Ranges

Compensation: $15.00/Hour - $15.50/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.



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.

Keywords: DISH, Blacksburg , Customer Service Representative, Hospitality & Tourism , Bluefield, Virginia

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