Location: Tazewell,VA, USA
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 Mobile and Gen Mobile.Department Summary The Wireless Customer Service Representative role is part of a team that is based out of our cutting edge Bluefield facility and will be amongst the first to experience our latest state-of-the-art wireless technology. Post-training production schedule may include a rotation of at-home and onsite work based on performance and business needs.You will have the opportunity to become a subject matter expert in the Bluefield location and build excitement around the latest wireless developments. Collaborating with your team on-site will allow you to expand your professional network and create future career opportunities.Job Duties and Responsibilities As a part of the Customer Experience Team (CXO), you will be the voice of the company to our customers. This team focuses on resolving customer issues, preventing future problems, and promoting our services, while listening, connecting and caring for the customer through voice and chat interactions. Team members maintain strong knowledge of our wireless products, accessories and pricing plans. Your mission is to be one of the best customer support advocates in the industry.Tasks and ResponsibilitiesTeam members are responsible for providing quality customer service as well as activation and technical support. Other responsibilities include:Establish long-term customer relationships by providing exceptional service and one-call resolutionMaintain strong knowledge of our wireless products, accessories and pricing plansProvide product suggestions and sell our products and services to customersAccurately respond to customers' questions regarding billing, devices, product features, troubleshooting, and hardware operationIdentify opportunities and provide feedback by assessing call trends and/or diagnostic improvements to provide a higher level of customer service, performance and efficiencyTransform into the best customer support advocate in the business, engaging with a diverse consumer base to provide solutions for customer needs and technical issuesSkills, Experience and Requirements All candidates must haveHigh School diploma, GED, or equivalent experienceAn awesome attitude with a customer-first mindsetA desire to work in a collaborative team environmentIdeal candidates will haveRelated customer service experience and/or training is a plusExperience in the wireless industry is a plusFamiliarity with wireless devices and their functionsFamiliarity with the process of changing wireless providersStrong sense of pride when assisting customers with pricing, wireless devices, services and productsAdaptability to different work environmentsHigh engagement throughout the entirety of their shiftWillingness to work flexible schedules - pay differential applies to weekends and evenings$2/hr additional per hour worked after 6 pm$2/hr additional per hour worked on weekendsAbility to smoothly operate Windows OS desktop computersAbility to multitask and effectively problem solve; speaking with customers while logging information, following different processes, and navigating customer toolsExcellent written and verbal communication skills with the ability to provide a high level of customer serviceWillingness to proactively communicate problems back to the businessA desire to continually improve and an openness to being coached and developedWhat's in it for you?Starting pay at $17.50/hr A 10% pay increase after 90 daysOpportunity is our greatest benefit Our representatives are built to work hard and rise. We offer defined career ladders and extensive opportunity for upward mobility.We encourage personal and professional growth by supporting you with all the virtual tools to advance your career.Company-provided equipmentExtensive Benefits Package Medical, Dental, Vision InsurancePaid vacation and sick time401(k) InvestmentsCompany-matched fundsTuition reimbursementHeavily discounted DISH, Sling, & Boost Mobile 330 free channels including premiums$5 monthly Sling Blue and Orange service$10 credit per line (up to 5) for Boost MobileSalary RangesCompensation: $17.50/HourBenefits 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.