Coach/Team Lead - Customer Service Representatives
Posted on Sep 15, 2024 by DISH
Chandler, AZ
Customer Service
Immediate Start
Annual Salary
Full-Time
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:
Our Customer Experience Operations (CXO) teams go above and beyond by simplifying lives and enhancing community access to our products and services. Behind the scenes, dedicated individuals focus on refining the experience for millions of customers across all of our brands and providing support to our field agents.
Job Duties and Responsibilities:
Key Responsibilities:
Directly supervise non-supervisory employees; responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems
Engage, teach, mentor, guide and develop new employees
Gather and implement feedback from agents on wireless process to improve wireless processes
Develop employees to a high level of competency and prepare them for career advancement opportunities
Facilitate team meetings to ensure effective communications and that all team members have the most current information available
Receive, evaluate, research and resolve customer issues that have been elevated and require a higher level of expertise to ensure customer satisfaction
Ensure adequate standards are met for attendance, payroll, performance documentation and other employment paperwork/entries
Properly analyze and communicate department results, i.e. sales, productivity, quality and attendance
Use tools such as surveys, recorded calls, website feedback, chat transcripts, and other data to determine the need for customer recovery and determine the correct course of action to resolve highly escalated customer scenarios
Communicate with customers through both phone and email to resolve concerns, repair the relationship, and collect information on what our customers want from our Wireless lines of business
Implements agreed upon solutions, including account intervention and outbound calls, in order to improve the customer’s experience
Work with other departments to improve processes and tools
Stay abreast of changes to business policies and processes
Effectively manage time and balances multiple tasks
Take inbound calls to assist customers and provide best in class customer service
Behave as a leader within the company at all times
Handle inbound calls each week to maintain call proficiency
Skills, Experience and Requirements:
Skills, Experience and Requirements:
Willingness to work flexible schedules including weekends, holidays and evenings
Expertise in at least 3 functional areas of the call center support environment is preferred
Must be meeting or exceeding current performance expectations
Must be able to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals
Write routine reports and correspondence
Currently in a wireless role preferred
Speak effectively before groups of customers or employees of organization
Define problems, collect data, establish facts, and draw valid conclusions
What's in it for you?
Extensive
Medical, Dental, Vision Insurance
Paid vacation and sick time
401(k) Investments with Company-matched funds
Tuition reimbursement
Heavily discounted DISH, Sling, & Boost Mobile Services
Opportunity is our greatest benefit
Benefits:
We offer versatile health perks, including flexible spending accounts, HSA, a 401(k) Plan with company match, ESPP, career opportunities, and a flexible time away plan; all benefits can be viewed here: .
The base pay range shown is a guideline. Individual total compensation will vary based on factors such as qualifications, skill level, and competencies; compensation is based on the role's location and is subject to change based on work location. Candidates need to successfully complete a pre-employment screen, which may include a drug test and DMV check.
The posting will be active for a minimum of 3 days. The active posting will continue to extend by 3 days until the position is filled.
Salary Range:
USD $(phone number removed) - $(phone number removed) / Year
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:
Our Customer Experience Operations (CXO) teams go above and beyond by simplifying lives and enhancing community access to our products and services. Behind the scenes, dedicated individuals focus on refining the experience for millions of customers across all of our brands and providing support to our field agents.
Job Duties and Responsibilities:
Key Responsibilities:
Directly supervise non-supervisory employees; responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems
Engage, teach, mentor, guide and develop new employees
Gather and implement feedback from agents on wireless process to improve wireless processes
Develop employees to a high level of competency and prepare them for career advancement opportunities
Facilitate team meetings to ensure effective communications and that all team members have the most current information available
Receive, evaluate, research and resolve customer issues that have been elevated and require a higher level of expertise to ensure customer satisfaction
Ensure adequate standards are met for attendance, payroll, performance documentation and other employment paperwork/entries
Properly analyze and communicate department results, i.e. sales, productivity, quality and attendance
Use tools such as surveys, recorded calls, website feedback, chat transcripts, and other data to determine the need for customer recovery and determine the correct course of action to resolve highly escalated customer scenarios
Communicate with customers through both phone and email to resolve concerns, repair the relationship, and collect information on what our customers want from our Wireless lines of business
Implements agreed upon solutions, including account intervention and outbound calls, in order to improve the customer’s experience
Work with other departments to improve processes and tools
Stay abreast of changes to business policies and processes
Effectively manage time and balances multiple tasks
Take inbound calls to assist customers and provide best in class customer service
Behave as a leader within the company at all times
Handle inbound calls each week to maintain call proficiency
Skills, Experience and Requirements:
Skills, Experience and Requirements:
Willingness to work flexible schedules including weekends, holidays and evenings
Expertise in at least 3 functional areas of the call center support environment is preferred
Must be meeting or exceeding current performance expectations
Must be able to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals
Write routine reports and correspondence
Currently in a wireless role preferred
Speak effectively before groups of customers or employees of organization
Define problems, collect data, establish facts, and draw valid conclusions
What's in it for you?
Extensive
Medical, Dental, Vision Insurance
Paid vacation and sick time
401(k) Investments with Company-matched funds
Tuition reimbursement
Heavily discounted DISH, Sling, & Boost Mobile Services
Opportunity is our greatest benefit
Benefits:
We offer versatile health perks, including flexible spending accounts, HSA, a 401(k) Plan with company match, ESPP, career opportunities, and a flexible time away plan; all benefits can be viewed here: .
The base pay range shown is a guideline. Individual total compensation will vary based on factors such as qualifications, skill level, and competencies; compensation is based on the role's location and is subject to change based on work location. Candidates need to successfully complete a pre-employment screen, which may include a drug test and DMV check.
The posting will be active for a minimum of 3 days. The active posting will continue to extend by 3 days until the position is filled.
Salary Range:
USD $(phone number removed) - $(phone number removed) / Year
Reference: 200044621
https://jobs.careeraddict.com/post/95268884
Coach/Team Lead - Customer Service Representatives
Posted on Sep 15, 2024 by DISH
Chandler, AZ
Customer Service
Immediate Start
Annual Salary
Full-Time
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:
Our Customer Experience Operations (CXO) teams go above and beyond by simplifying lives and enhancing community access to our products and services. Behind the scenes, dedicated individuals focus on refining the experience for millions of customers across all of our brands and providing support to our field agents.
Job Duties and Responsibilities:
Key Responsibilities:
Directly supervise non-supervisory employees; responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems
Engage, teach, mentor, guide and develop new employees
Gather and implement feedback from agents on wireless process to improve wireless processes
Develop employees to a high level of competency and prepare them for career advancement opportunities
Facilitate team meetings to ensure effective communications and that all team members have the most current information available
Receive, evaluate, research and resolve customer issues that have been elevated and require a higher level of expertise to ensure customer satisfaction
Ensure adequate standards are met for attendance, payroll, performance documentation and other employment paperwork/entries
Properly analyze and communicate department results, i.e. sales, productivity, quality and attendance
Use tools such as surveys, recorded calls, website feedback, chat transcripts, and other data to determine the need for customer recovery and determine the correct course of action to resolve highly escalated customer scenarios
Communicate with customers through both phone and email to resolve concerns, repair the relationship, and collect information on what our customers want from our Wireless lines of business
Implements agreed upon solutions, including account intervention and outbound calls, in order to improve the customer’s experience
Work with other departments to improve processes and tools
Stay abreast of changes to business policies and processes
Effectively manage time and balances multiple tasks
Take inbound calls to assist customers and provide best in class customer service
Behave as a leader within the company at all times
Handle inbound calls each week to maintain call proficiency
Skills, Experience and Requirements:
Skills, Experience and Requirements:
Willingness to work flexible schedules including weekends, holidays and evenings
Expertise in at least 3 functional areas of the call center support environment is preferred
Must be meeting or exceeding current performance expectations
Must be able to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals
Write routine reports and correspondence
Currently in a wireless role preferred
Speak effectively before groups of customers or employees of organization
Define problems, collect data, establish facts, and draw valid conclusions
What's in it for you?
Extensive
Medical, Dental, Vision Insurance
Paid vacation and sick time
401(k) Investments with Company-matched funds
Tuition reimbursement
Heavily discounted DISH, Sling, & Boost Mobile Services
Opportunity is our greatest benefit
Benefits:
We offer versatile health perks, including flexible spending accounts, HSA, a 401(k) Plan with company match, ESPP, career opportunities, and a flexible time away plan; all benefits can be viewed here: .
The base pay range shown is a guideline. Individual total compensation will vary based on factors such as qualifications, skill level, and competencies; compensation is based on the role's location and is subject to change based on work location. Candidates need to successfully complete a pre-employment screen, which may include a drug test and DMV check.
The posting will be active for a minimum of 3 days. The active posting will continue to extend by 3 days until the position is filled.
Salary Range:
USD $(phone number removed) - $(phone number removed) / Year
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:
Our Customer Experience Operations (CXO) teams go above and beyond by simplifying lives and enhancing community access to our products and services. Behind the scenes, dedicated individuals focus on refining the experience for millions of customers across all of our brands and providing support to our field agents.
Job Duties and Responsibilities:
Key Responsibilities:
Directly supervise non-supervisory employees; responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems
Engage, teach, mentor, guide and develop new employees
Gather and implement feedback from agents on wireless process to improve wireless processes
Develop employees to a high level of competency and prepare them for career advancement opportunities
Facilitate team meetings to ensure effective communications and that all team members have the most current information available
Receive, evaluate, research and resolve customer issues that have been elevated and require a higher level of expertise to ensure customer satisfaction
Ensure adequate standards are met for attendance, payroll, performance documentation and other employment paperwork/entries
Properly analyze and communicate department results, i.e. sales, productivity, quality and attendance
Use tools such as surveys, recorded calls, website feedback, chat transcripts, and other data to determine the need for customer recovery and determine the correct course of action to resolve highly escalated customer scenarios
Communicate with customers through both phone and email to resolve concerns, repair the relationship, and collect information on what our customers want from our Wireless lines of business
Implements agreed upon solutions, including account intervention and outbound calls, in order to improve the customer’s experience
Work with other departments to improve processes and tools
Stay abreast of changes to business policies and processes
Effectively manage time and balances multiple tasks
Take inbound calls to assist customers and provide best in class customer service
Behave as a leader within the company at all times
Handle inbound calls each week to maintain call proficiency
Skills, Experience and Requirements:
Skills, Experience and Requirements:
Willingness to work flexible schedules including weekends, holidays and evenings
Expertise in at least 3 functional areas of the call center support environment is preferred
Must be meeting or exceeding current performance expectations
Must be able to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals
Write routine reports and correspondence
Currently in a wireless role preferred
Speak effectively before groups of customers or employees of organization
Define problems, collect data, establish facts, and draw valid conclusions
What's in it for you?
Extensive
Medical, Dental, Vision Insurance
Paid vacation and sick time
401(k) Investments with Company-matched funds
Tuition reimbursement
Heavily discounted DISH, Sling, & Boost Mobile Services
Opportunity is our greatest benefit
Benefits:
We offer versatile health perks, including flexible spending accounts, HSA, a 401(k) Plan with company match, ESPP, career opportunities, and a flexible time away plan; all benefits can be viewed here: .
The base pay range shown is a guideline. Individual total compensation will vary based on factors such as qualifications, skill level, and competencies; compensation is based on the role's location and is subject to change based on work location. Candidates need to successfully complete a pre-employment screen, which may include a drug test and DMV check.
The posting will be active for a minimum of 3 days. The active posting will continue to extend by 3 days until the position is filled.
Salary Range:
USD $(phone number removed) - $(phone number removed) / Year
Reference: 200044621
Share this job:
Alert me to jobs like this:
Amplify your job search:
Expert career advice
Increase interview chances with our downloads and specialist services.
Visit Blog