Wireless Customer Experience Coach

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

Our Customer Experience Operations (CXO) teams go above and beyond by simplifying lives and enhancing community access to our products and services. Behind the scenes, dedicated individuals focus on refining the experience for millions of customers across all of our brands and providing support to our field agents.

Job Duties and Responsibilities

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

Skills, Experience and Requirements

Skills and Qualifications:

• Willing to move to a role on site in one of the following locations:
  • Tulsa, OK
• Willingness to work flexible schedules including weekends, holidays and evenings
• Expertise in at least 3 functional areas of the call center support environment is preferred
• Must be meeting or exceeding 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 preferred
• Speak effectively before groups of customers or employees of organization
• Define problems, collect data, establish facts, and draw valid conclusions

Visa sponsorship not available for this role

Salary Ranges

Compensation: $54,650.00/Year - $78,100.00/Year
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. 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.