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 Responsibilities Team 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 resolution Maintain strong knowledge of our wireless products, accessories and pricing plans Provide product suggestions and sell our products and services to customers Accurately respond to customers’ questions regarding billing, devices, product features, troubleshooting, and hardware operation Identify opportunities and provide feedback by assessing call trends and/or diagnostic improvements to provide a higher level of customer service, performance and efficiency Transform into the best customer support advocate in the business, engaging with a diverse consumer base to provide solutions for customer needs and technical issues Skills, Experience and Requirements All candidates must have High School diploma, GED, or equivalent experience An awesome attitude with a customer-first mindset A desire to work in a collaborative team environment Ideal candidates will have Related customer service experience and/or training is a plus Experience in the wireless industry is a plus Familiarity with wireless devices and their functions Familiarity with the process of changing wireless providers Strong sense of pride when assisting customers with pricing, wireless devices, services and products Adaptability to different work environments High engagement throughout the entirety of their shift Willingness to work flexible schedules - pay differential applies to weekends and evenings
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