Company SummaryDISH, 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 Infinite, Boost Mobile, DISH Wireless, OnTech and GenMobile.Department SummaryOur 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.Job Duties and ResponsibilitiesThis 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 Tuesday - Saturday.Skills, Experience and RequirementsEducation 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
Salary RangesCompensation: $20.72/Hour - $29.62/HourBenefitsWe 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: DISH Benefits .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.This will be posted for a minimum of 3 days or until the position is filled.We pride ourselves on developing and promoting talent as an Equal Employment Opportunity Employer - Veteran/Disability. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status. We are a true merit-based organization and work hard so there are no artificial barriers to one's potential success. DISH is committed to a workforce where everyone's opportunities are limitless.Consistent with this commitment, DISH will endeavor to provide reasonable accommodation to otherwise qualified job applicants and employees with known physical or mental disabilities, unless doing so poses an undue hardship on the Company, poses a direct threat of substantial harm to the employee or others, or is otherwise not required by law.