Call Center Tech Support - Hilliard

CareerBliss in New Albany, OH

  • Industry: Customer Service/Call Center - Call Center/Customer Service Representative
  • Type: Full Time
  • $41,515.00 - 71,330.00
position filled
Summary DISH is a Fortune 250 company that continues to redefine the communications industry. 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.

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 If 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 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:
Technical support and customer service phone support for external customers
Regular and predictable attendance
This 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 requests
Provide quality technical support service through one-contact resolution to establish a long-term customer relationship
Accurately respond to questions and assist customers (internal and external) with product features, installation, setup, and troubleshooting and hardware operations primarily via phone
Assist customers with their billing and payments as needed
Sell 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 evenings
Ability to regularly sit for long periods of time
Ability to multi-task; speaking with customer while accurately logging and recording customer information in to call center databases
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

Skills - Experience and Requirements
A successful Customer Experience Representative will have the following:
High School diploma, GED, or equivalent experience
Six-months related customer service/technical support experience and/or training preferred
Analytical and intuitive; capable of following logic and then making the instinctive leap to a solution; problem solving and critical thinking skills are essential
Proficiently utilize Windows OS (XP, 7, 8, 10) and internet search engines
Ability to speak effectively with customers and employees of the organization
Strong organizational, time management, and problem solving skills
Excellent written and oral communication skills
Strong sense of professionalism and active listening skills
Ability to problem solve and use available software/tools to understand and craft the right solution across varying customer needs, business rules, and processes

We Proudly offer a full benefits Package:
Medical, Dental and Vision
401K with company match + profit sharing
Paid holidays and time off
Life and short/long term disability insurance
Discounted Employee Stock Purchase Program
Tuition reimbursement
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: answer, client, client service, customer service, representante de servicio al cliente, service agent, service representative, service specialist, system support, telephone service representative

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