Customer Service Representative - Phoenix

DISH Network in Apache Junction, AZ

  • Type: Full Time
position filled
SummaryDISH is a Fortune 250 company that continues to redefine the communications industry. Our legacy is innovation and a willingness to challenge the status quo, including reinventing ourselves. 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. We are located South East of South Mountain, just off the I-10 and Chandler Blvd. Job Duties and ResponsibilitiesIf you love providing world-class customer service, interacting with diverse customers, and are looking for a fulfilling career with immense opportunity, look no further! DISH's 9 U.S.-based Customer Experience Centers provide award-winning service to millions of customers throughout the nation. Customer Experience Representatives act as excellent information resources for billing, programming and troubleshooting questions including suggesting ways for existing customers to get the most value and enjoyment from their DISH experience. The Customer Experience Representative answers inbound technical and customer service calls from internal and external customers. Other responsibilities as follows:Supports Tier 1 technical support and customer service phone support for external customersRegular and predictable attendanceThis 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 requestsProvide quality technical support service through one-contact resolution to establish a long-term customer relationshipAccurately respond to questions and assist customers (internal and external) with product features, installation, setup, and troubleshooting and hardware operations primarily via phoneAssist customers with their billing and payments as neededSell multiple entertainment products and services as well as hardware systems and accessories Essential Functions:A 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 eveningsAbility to regularly sit for long periods of timeAbility to multi-task; speaking with customer while accurately logging and recording customer information in to call center databasesTake 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 servicesMeet 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 metricsDeescalate upset or irate customers in order to satisfactorily address their customer service needs#LI-KTHIS JOB IS LOCATED IN THE AHWATUKEE AREAC1 Phoenix, AZSkills - Experience and RequirementsA successful Customer Experience Representative will have the following: High School diploma, GED, or equivalent experienceSix-months related customer service/technical support experience and/or training preferredAnalytical and intuitive; capable of following logic and then making the instinctive leap to a solution; problem solving and critical thinking skills are essentialProficiently utilize Windows OS (XP, 7, 8, 10) and internet search enginesAbility to speak effectively with customers and employees of the organizationStrong organizational, time management, and problem solving skillsExcellent written and oral communication skillsStrong sense of professionalism and active listening skillsAbility to problem solve and use available software/tools to understand and craft the right solution across varying customer needs, business rules, and processesWE PROUDLY OFFER A FULL BENEFITS PACKAGE:Medical, Dental and Vision401K with company match + profit sharingPaid holidays and time offLife and short/long term disability insuranceDiscounted Employee Stock Purchase ProgramTuition reimbursementCOMPLIMENTARY DISH PROGRAMMING5% increase to your salary upon successful completion of 90 days!Opportunity to earn up to 30% increase to your salary within your first year!Cumulative shift differentials for working split shifts, hours worked past 6pm & weekends- potential $5 additional per hour worked! We need driven individuals who can adapt as we continue to grow and who are motivated to advance while taking on new responsibilities. We love to promote employees from within and have several career path opportunities to choose from - Operations, Training, Workforce, Quality Assurance, Management and more! Associated topics: client service, customer care representative, internship, phone, rep, service specialist, support, system support, telephone service representative, tsr

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