Senior Customer Service Rep

Company: DISH
Location: Tempe
Posted on: September 11, 2021

Job Description:

This position works onsite in our Phoenix Customer Service Call Center: 4811 Thistle Landing Drive, Suite 105, Phoenix, AZ 85044

DISH is a Fortune 200 company with more than $15 billion in annual revenue that continues to redefine the communications industry. Our legacy is innovation and a willingness to challenge the status quo, including reinventing ourselves. We disrupted the pay-TV industry in the mid-90s with the launch of the DISH satellite TV service, taking on some of the largest U.S. corporations in the process, and grew to be the fourth-largest pay-TV provider. We are doing it again with the first live, internet-delivered TV service – Sling TV – that bucks traditional pay-TV norms and gives consumers a truly new way to access and watch television.

Dish Wireless is building a next-gen 5G network to disrupt the wireless industry and fuel innovation! Now we have our sights set on upending the wireless industry and unseating the entrenched incumbent carriers. It takes work to change the world and the right people to do it. Our wireless teams are the helm of helping us shape the future. 

We are driven by curiosity, pride, adventure, and a desire to win – it’s in our DNA. We’re looking for people with boundless energy, intelligence, and an overwhelming need to join our team as we embark on the next chapter of our story.

Opportunity is here. We are DISH!

The Wireless Support Team Members are responsible for providing quality technical and customer service support. Other responsibilities include:

• Establish long-term customer relationships by providing exceptional service and one-call resolution.

• Accurately respond to customers’ questions regarding billing, device activation, and setup, product features, troubleshooting, and hardware operation.

• Guide customers through making payments via chat, phone, or email.  

• Identify opportunities and provide feedback by assessing call trends and/or diagnostic improvements to provide a higher level of customer service, performance and efficiency.

• Interpret and execute on a variety of instructions furnished in written, oral, diagram, and/or schedule form via chat, phone, and email. 

• Assist with driving organizational initiatives and team projects by providing ideas and solutions.

Ideal representatives have:

• High School diploma, GED, or equivalent experience?

All representatives must have:

• One or more years of wireless technical and/or customer service experience?

• • Knowledge of wireless handset devices and their functions
  • Ability to clearly articulate service plan information 
  • Prior experience with wireless customer care billing
• Adaptability to different work environments
• High engagement throughout the entirety of their shift
• Superb attendance
• Willingness to work flexible schedules including weekends, evenings, and holidays
• Tech savviness with the ability to smoothly operate Windows OS desktop computer and ability to grasp wireless technology concepts
• Ability to multitask and effectively problem solve; speaking with customers while logging information, following different processes, and navigating multiple tools
• Excellent written and verbal communication skills with the ability to provide a high level of customer service 
• Willingness to proactively communicate problems to various business levels
• An openness to being coachable and a desire to learn new techniques

What’s in it for you?

• Medical, Dental, Vision Insurance

• 401(k) Investments 

• Complimentary DISH programming 

• • Highly-discounted Sling subscription
  • Discounted phone plans on Boost Mobile
• Opportunity is our greatest benefit
• • We encourage personal and professional growth by supporting you with all the tools to advance your career.

At Dish, we celebrate and embrace diversity and inclusion, where all people are welcome and supported.  Learn more about how our employees come together, share common interests and make important connections, both in and out of work; Employee Resource Groups.

From versatile health perks to new career opportunities, check out our benefits on our careers website.

Candidates need to successfully complete a pre-employment screen, which may include a drug test.   

Keywords: DISH, Tempe , Senior Customer Service Rep, Other , Tempe, Arizona