Work-At-Home Customer Experience Representative

DISH Network Corporation Phoenix, AZ
Summary

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.

Now we have our sights set on upending the wireless industry and unseating the entrenched incumbent carriers.

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 achieve to join our team as we embark on the next chapter of our story.

Opportunity is here. We are DISH.

Job Duties and Responsibilities

The WAH Customer Experience Representative answers inbound technical and customer service calls from internal and external customers. Other responsibilities as follows:

* Support Tier 1 technical support and customer service phone support for external customers

* Regular and predictable attendance

* This support can be, but is not limited to, entertainment services and products, hardware systems/accessories, and customer service inquiries regarding technical support, billing, and general information requests

* Provide quality technical support service through one-contact resolution to establish a long-term customer relationship

* Accurately respond to questions and assist customers (internal and external) with product features, installation, setup, and troubleshooting and hardware operations primarily via phone

* Assist customers with their billing and payments as needed

* Sell multiple entertainment products and services as well as hardware systems and accessories

Essential Functions:

A WAH Customer Experience Representative performs the job duties and responsibilities above as well as the following essential job functions:

* Willingness to work flexible schedules including weekends, holidays, and evenings

* Ability to regularly sit for long periods of time

* Ability to multi-task; speaking with customer while accurately logging and recording customer information in to call center databases

* Take back-to-back phone calls from DISH internal customers nationwide and assist them with questions regarding work order modifications, equipment modifications, as well as activation of customer services

* Meet or exceed minimum performance standards including but not limited to Average Handle Time; Customer Satisfaction; Quality, Up-selling, etc. You will be constantly measured on these metrics

* Deescalate upset or irate customers in order to satisfactorily address their customer service needs

Skills - Experience and Requirements

A successful WAH Customer Support Representative will have the following:

* High School diploma, GED, or equivalent experience

* Six-months related customer service/technical support experience and/or training preferred

* Analytical and intuitive; capable of following logic and then making the instinctive leap to a solution; problem solving and critical thinking skills are essential

* Proficiently utilize Windows OS (XP, 7, 8, 10) and internet search engines

* Ability to speak effectively with customers and employees of the organization

* Strong organizational, time management, and problem solving skills

* Excellent written and oral communication skills

* Strong sense of professionalism and active listening skills

* Ability to problem solve and use available software/tools to understand and craft the right solution across varying customer needs, business rules, and processes

* Ability to work with minimal supervision in a remote location

* Must be Phoenix based

Technical Requirements

Internet Minimum Specifications

At Home agents must meet and maintain the following requirements:

* Minimum 7 Mbps download

* Minimum 1 Mbps upload

* Internet provider that's not fixed wireless or satellite

* All costs to meet and maintain these requirements, including repairs, Internet/ISP charges, and additional charges associated from their ISP are the responsibility of the At Home agent and are not reimbursed by DISH

Data and Usage Caps

DISH prefers that At Home agents do not have bandwidth or data cap on Internet usage (caps lower than 250GB are not recommended). At Home agents are responsible for managing their data usage in a way that does not impact ISP connectivity, and they will be responsible for paying any overage charges associated with exceeding a cap.

Equipment

Agents will receive the necessary At Home equipment on-site. At Home agents will be responsible for transporting and installing the equipment to their at-home location. Agents will receive a document to help install the equipment and will have the opportunity to connect the equipment onsite before going home.

Connectivity

At Home agents are expected to have 99% uptime.

Home Environment and Work Space

Agents must have a dedicated workspace as the home office (preferably a separate room) and must maintain the workspace in a safe condition, free from hazards and other dangers to people and equipment. Since At Home agents will assist DISH customers over the phone personal disruptions such as but not limited to children playing, dogs barking, loud music, and non-work-related phone calls. Additionally, dependent care and other family obligations must not interfere with job duties.

DISH reserves the right to inspect At Home workspaces to ensure business requirements are met. At Home agents must agree and understand that such inspections are necessary to ensure continuity of DISH's business and excellent standards of customer service.

Team Environment

At Home agents will be members of a larger virtual team, with support from a supervisor. There will be additional resources available such as team leads, help desk, and online tools. This is a structured environment and At Home agents will be provided a schedule they must adhere to.