Advanced Wireless Customer Service Representative at DISH

EchoStar 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 Mobile, OnTech and GenMobile.

As a part of the Customer Experience Operations (CXO), you will be 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. Your mission is to be one of the best customer support advocates in the industry.

The Advanced Wireless Customer Service Rep plays a crucial role when it comes to assisting customers. Transactions can consist of uncommon billing inquiries, technical support and even activation of a customer's device. The Advanced Wireless Customer Service Rep has the ability and is equipped to support various complex problems, limiting customer transfers and improving customer satisfaction.

Primary job duties include:

• Receiving inbound advanced technical and customer service calls from internal and external customers providing real-time support 
• Accurately respond to questions and assist customers with product features, activation, setup, troubleshooting and hardware operations via chat, phone and email.
• Completing transactions per the customer’s request
• Accurately respond to questions regarding billing and payments, including accepting payments from customers.
• Support inbound customer emails related to technical service questions
• Applying customer service skills to navigate challenging situations
• Participating in occasional calibration sessions and roundtable discussions with colleagues
• Demonstrating a high level of integrity and trustworthiness when working with sensitive and confidential information
• Assist customers with technical questions regarding activations, troubleshooting, and hardware operation.

• A High School diploma, GED, or equivalent call center experience
• 2 years of experience in one of the following: related customer service/technical support experience and/or training preferred but not required
• Intermediate level of proficiency in Microsoft Office and/or G-suite applications
• Position is on-site and employee must reside within drivable distance
• Strong interpersonal skills, including the ability to firmly but respectfully communicate difficult messages
• Must be flexible to accommodate changing business requirements
• Willingness to work flexible schedules - pay differential of $2/hour applies to weekends, as well as, evenings after 6 PM.
• Learns quickly when facing new situations, makes the most out of available resources
• Is a self-starter with an innate curiosity to explore and identify new process solutions
• Able to collaborate in a team environment and across other teams
• Excellent presentation/facilitation, organizational, analytical, interpersonal, written/oral communication, and customer service skills.

What is in it for you?

• Starting hourly pay at $22.39/hr
• Extensive benefits package
• 330 free channels including premiums
• $5 monthly Sling Blue and Orange service
• $10 per line (up to 5) for Boost Mobile 
• Medical, Dental, Vision Insurance
• Paid vacation and sick time
• 401(k) Investments with Company-matched funds
• Tuition reimbursement

Opportunity is our greatest benefit. Grow with us and be amongst the first to help us disrupt the wireless industry. Our representatives are built to work hard and rise and this role is a stepping stone into many other potential opportunities available within the company. We offer defined career ladders and extensive opportunities for upward mobility. We encourage personal and professional growth by supporting you with all the tools to advance your career.

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. Our company is 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.

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.