Customer Experience & Strategy Specialist
US-CO-Englewood
Attract-careers1
Req #: 97482
Type: Fulltime-Regular
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Overview: Our Customer Experience Operations (CXO) teams excel at simplifying lives and helping communities get the most out of our services from DISH TV to Boost Mobile. Our agents are tuned in to the needs of our customers. That's why DISH has been named #1 in Customer Satisfaction by J.D. Power for six consecutive years. Responsibilities: The Customer Experience & Strategy Specialist specializes across our core lines of business, including Boost Mobile, DISH TV, OnTech, and Sling TV. While servicing our customers, this role serves as an expert to create recommendations on agent tools and processes, test new workflows, and provide feedback to skill owners, corporate operations managers, executives, and field leadership in order to improve the holistic customer and agent experience. Key Responsibilities: * Maintain a consistent rotation of live customer interactions (Wireless/DISH TV) via phone and chat, leveraging Generative AI platforms to accelerate documentation accuracy and analyze live tool behavior for real-time efficiency gains * Utilize and evaluate AI-driven support tools and Generative AI platforms to streamline data categorization, sentiment analysis, and response drafting * Execute end-to-end validation of tool and process enhancements to ensure seamless deployment and service continuity across multiple lines of business * Facilitate immersive customer journey observations for corporate and executive leadership, leveraging live interactions to identify high-impact friction points and align organizational strategy with real-world customer pain points * Transform front-line observations into data-backed, actionable recommendations for corporate & executive stakeholders, utilizing advanced interpretation techniques to quantify friction points and drive continuous operational improvements * Act as a subject matter expert (SME) for Wireless and PayTV operations, partnering with stakeholders to influence the roadmap of agent-facing tools & processes * Omnichannel Support: Maintain a consistent rotation minimum of 20hrs per month of live customer interactions (Wireless/DISH TV) via phone and chat, leveraging Generative AI platforms to accelerate documentation accuracy and analyze live tool behavior for real-time efficiency gains. Qualifications: Education and Experience: * High school diploma or equivalent * Minimum 2 years of customer service experience (experience in telecommunications or satellite TV preferred) Skills and Qualifications: * Intermediate level of proficiency in Microsoft Office and/or G-Suite applications * Familiarity with AI productivity tools (e.g., ChatGPT, Claude, Gemini) and an understanding of how to use AI-assisted interfaces for data retrieval and documentation * Proven ability to maintain high performance in a high-volume, live-interaction environment * Must be comfortable spending a majority of production time directly engaging with customers via phone and chat to gather real-time qualitative data * Demonstrate a high capacity for rapid experimentation and learning, maintaining the flexibility to pivot workflows in alignment with evolving tech stacks and shifting business requirements * Basic analytical skills with the ability to collect, organize, and disseminate information; ability to formulate a problem statement based on observations * Detailed oriented with strong interpersonal skills; ability to work effectively in a team environment and across cross-functional teams * Position is full time on-site Visa sponsorship not available for this role
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