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
DISH's first priority is customer experience, and our agents excel at simplifying lives and helping communities get the most from their TV experience. For over 42 years we have been tuned in to the needs of customers. It's why we've earned the J.D. Power accolade of being #1 in overall Customer Satisfaction six years in a row.
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Job Duties and Responsibilities
As a Customer Experience Representative, you will serve as an information resource for billing, programming, and technical troubleshooting questions - including promoting products and services to our new and existing customers so they get the most value and enjoyment from their DISH experience. You will be providing solutions to customers, from simple concerns to escalated and complex situations. If you like to solve problems and interact with people from across the country or maybe just a few towns over, this is the spot for you!
In this role, you will:
- Need to be able to speak with customers in Spanish and English
- Always have at least 2 days off in a row
- Support customers between the hours of 6 AM to 10 PM MT
- Two shift structures: 8 hour shifts 5 days a week, or 10 hour shifts 4 days a week
- Have open availability including weekends and holidays, that allows for potential schedule changes every 12-15 weeks based on business needs
- Adherence and ability to work a pre-planned schedule
- Take back-to-back tech support or customer service phone calls with customers throughout the entirety of your shift
- Engage with a diverse consumer base to provide solutions for customer needs and technical issues
- Need to reside in Florida, Georgia, Indiana, Kansas, Mississippi, Missouri, Nebraska, North Carolina, South Carolina or Tennessee to be eligible for hire
Ideal representatives have:
- High School diploma, GED, or equivalent experience
- Six months of related customer service and troubleshooting experience and/or training
- An openness to being coachable and a desire to learn new techniques
All representatives must have:
- Ability to remain engaged on the phone throughout the entirety of your shift with minimal to no distractions
- Ability to be on camera during all video meetings
- Superb attendance
- Open availability to work between the hours of 6 AM to 10 PM MT as well as weekends and holidays
- Flexibility with schedule changes every 12-15 weeks
- Tech savviness with the ability to smoothly operate multiple windows and tabs, while simultaneously providing Best In Class Customer Experience by speaking to customers over the phone
Where you'll be working:
You'll be working from home! At DISH, we understand that modern employee may need to operate fast on their feet and out of the office. Working from home allows you to perform a professional workday from the comfort of your home.
Work-at-Home Technical Requirements:
DISH will provide all initial equipment required to perform the role aside from home internet!
A DISH-provided PC Tower and power adapter, and (2) two Monitors, with associated cabling will be provided. This will be considered leased equipment and shall remain the property of DISH.
Required Accessories will initially be provided with a 30-day limited warranty. After 30 days from the hire date, you will be responsible for providing replacements should the required accessory(s) need to be replaced. DISH recommends that you maintain a backup/spare of each item to avoid downtime.
Required Accessories:
- USB Headset
- USB Keyboard
- USB Mouse
- USB Webcam
- Ethernet cable
Home Internet
Dedicated home office workspace with:
- Stable Cable, DSL, or Fiber ISP internet connection with a minimum 25 Mbps download and 2 Mbps upload speed with 99% uptime, and no bandwidth or data caps
- Wired ethernet between modem and PC without the use of an adapter:
All costs to meet and maintain these requirements are the responsibility of the employee and are not reimbursed by DISH, except where required by law.
What's in it for you?
- This is a Full Time, Work-From-Home position
- 10% increase to your starting rate upon completing an apprenticeship
- Company-provided equipment
- Extensive Benefits Package
- Medical, Dental, Vision Insurance
- PTO and Paid Sick Time
- 401(k) Investments with Company-matched funds
- Tuition reimbursement
- 330 free channels including premiums
- $5 monthly Sling Blue and Orange service
- $10 credit per line (up to 5) for Boost Mobile
- Heavily discounted DISH, Sling, & Boost Mobile Service
- Our representatives are built to work hard and rise. We offer defined career ladders and extensive opportunities for upward mobility.
Click here to watch a short video previewing the Top 10 reasons to join our award-winning customer experience team to help keep people, families, and communities connected to the news and entertainment that matters!
Starting pay varies by your home location:
Florida $15.00 + .50 Language Differential
Georgia $15.00 + .50 Language Differential
Indiana $15.00 + .50 Language Differential
Kansas $15.00 + .50 Language Differential
Mississippi $15.00 + .50 Language Differential
Missouri $15.00 + .50 Language Differential
Nebraska $15.00 + .50 Language Differential
North Carolina $15.00 + .50 Language Differential
South Carolina $15.00 + .50 Language Differential
Tennessee $15.00 + .50 Language Differential
Salary Ranges
Compensation: $15.00/Hour
Benefits
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 valuable 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.