Expert Customer Service Representative
US-CO-Englewood
Attract-careers1
Req #: 89060
Type: Fulltime-Regular
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Overview: Our Sales teams advocate for our products and the customers they serve. We've built a loyal customer base by selling consumers, retailers, affiliate partners, distributors and industry stakeholders on the DISH brands with authenticity. The sales department is critical to driving demand and creating strategic partnerships across the industry. Responsibilities: This is a case management customer service position that receives highly escalated issues from a variety of avenues, including, but not limited to: State Attorney General and Better Business Bureau offices, the FCC, DISH Network executives and customers. Case Managers are responsible for assisting customers on a wide range of topics including billing, contract disputes, product features, and resolving customer concerns in general. The job requires the ability to problem solve, extensive knowledge of DISH Network products and policies, and the ability to compose well-written response letters or executive level summaries. Case Managers are at the highest-level customer service position at DISH Network. The expectations for the job are not only to resolve customer concerns, but to generate business ideas or proposals to make a positive impact on the company. Key Responsibilities: * Contacting DISH Network and Mobile Wireless customers by phone or with written correspondence to resolve their issue * Maintaining departmental service levels and resolving all customer concerns in a timely manner * Problem-solving cases and trends in escalations received and generating ideas to help reduce escalations * Identifying opportunities within escalations and validating if a process or policy needs to be changed or adjusted * Working with internal departments to investigate complaints that are received to ensure we're not only resolving the escalation but preventing future escalations This is an in-person role. The shift is Sunday - Thursday. Qualifications: Education and Experience: * A bachelor's degree (preferred but not required) or two years of customer service experience Skills and Qualifications: * The ability to multi-task, be organized, and be a self-starter, demonstrating excellent project management skills * The ability to learn quickly, prioritize and work under pressure, adapt to a rapidly changing environment, and demonstrate a sense of urgency * The ability to draft professional customer letters and emails * The ability to problem-solve difficult customer complaints * The ability to interact with internal departments, upper management, and other groups in order to identify long-term solutions
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