DISH

  • Bilingual Sling Customer Experience Representative

    Location US-TX-Harlingen
    Job ID
    2018-43974
    Category
    Customer Service Center (CSC)
  • 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

    Our Sling Customer Support Representatives are responsible for assisting customers on a wide range of topics including payments and billing, product features, and technical support. They provide world class customer service through one-call resolution and establishing long-term customer relations. Representatives are dedicated to resolving customer’s inquiries accurately and efficiently, which ensures customers are 100% satisfied with the DISH/SLING products and services they have chosen.  Prior related experience is not required, as we provide all of the training needed to be successful.

     

    Primary responsibilities fall within the following categories:

    • Answer inbound sales calls relating to multiple services as well as hardware systems and accessories.
    • Sell multiple entertainment products and services as well as hardware systems and accessories.
    • Provide quality technical and customer service through one-call resolution and establishing long-term customer relations
    • Assist Operations Department to determine call types, failure trending, and/or diagnostic improvements to provide a higher level of customer service
    • Overcome objections to buying circumstances by being knowledgeable about product and services benefits and the value within the marketplace
    • Provide solutions to generate loyalty and retain customers requesting disconnection
    • Provide resolution to retain customers based on smart judgment skills as well as exhibiting good business practices
    • Ability to perform basic internet search functions to troubleshoot customer issues

    Skills - Experience and Requirements

    A Bilingual Sling Customer Support Representative performs the job duties and responsibilities above as well as the following essential job functions: 

    • Working flexible schedules including weekends, holidays, and evenings
    • Regular and predictable attendance
    • Ability to regularly sit for long periods of time
    • Ability to multi-task; speak/chat with customer while accurately logging and recording customer information in to call center databases
    • Ability to manage up to 3 chats at a time
    • 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
    • Bilingual proficiency-fluent in English and Spanish

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