Customer Retention Specialist

Company: DISH
Location: San Marcos
Posted on: June 4, 2021

Job Description:

We have Customer Experience agents across the country helping drive our mission forward from the comfort and safety of their homes. DISH?s first priority is customer experience, and our agents excel at simplifying lives and helping communities get the most from their TV experience.Our customer base is centered around the heart of hometown America. We?re proud to offer exclusive TV packages for first responders, health care workers, military and veterans, and some of the most dedicated community members we are honored to call customers, friends, and neighbors.For over 30 years we have been tuned in to the needs of customers. It?s why we?ve earned the J.D. Power accolade of being #1 in Overall Customer Service five years in a row, and #1 in overall Customer Satisfaction three years in a row. The roleAs a Portuguese Bilingual Customer Experience Representative, you will serve as an information resource for billing, programming, and troubleshooting questions ? including suggesting ways for existing customers to get the most value and enjoyment from their DISH experience. If you like to solve problems and interact with people from across the country or maybe just a few towns over, this is the spot for you! In this role, you will:Communicate the value of our products and share ways for customers to get the most from DISHTransform into the best customer support advocate in the business, engaging with a diverse consumer base to provide solutions for customer needs and technical issuesEstablish long-term customer relationshipsBack-to-back phone calls with customers throughout the entirety of your shiftWhat?s in it for you?This is a Full Time, Work-From-Home position #remoteAverage first-year salaries over $30,000Top first-year agents averaging over $40,0005% increase to your starting rate upon completing trainingMedical, Dental, Vision InsurancePaid vacation and sick time401(k) InvestmentsCompany-matched fundsTuition reimbursementComplimentary DISH programmingHighly-discounted Sling subscriptionDiscounted phone plans on Boost MobileOpportunity is our greatest benefitOur representatives are built to work hard and rise. We offer defined career ladders and extensive opportunities for upward mobility.We encourage personal and professional growth by supporting you with all the virtual tools to advance your career.We are looking for determined, energetic individuals to provide excellent customer service by answering inbound technical and service calls from the comfort of your home. Ideal representatives have:High School diploma, GED, or equivalent experienceSix months of related customer service and troubleshooting experience and/or trainingAn openness to being coachable and a desire to learn new techniquesAll representatives must have:The ability to navigate company communications and programs in English while speaking with customers in English and PortugueseAbility to work and remain engaged on the phone throughout the entirety of your shiftThis job does not allow flexibility to answer the door or be on-call care for others during work hoursSuperb attendanceFlexibility to work hours that mirror our customers? needsTech savviness with the ability to smoothly operate Windows OS desktop computerAbility to multitask; speaking with customers while logging information and navigating multiple programsWhere you'll be working:You'll be working from home! At DISH, we understand the modern employee may need to operate fast on their feet and out of the office. Working from home allows you to perform a professional workday from the comfort of your home.As a Work-at-Home (WAH) employee, you will have additional responsibilities concerning your home environment and the requirements regarding the capabilities of your computer and mobile device.Work-at-Home Technical Requirements:Computer & AccessoriesDISH will supply a PC tower loaded with all of the software necessary for your employment. This tower is not Bluetooth enabled. All equipment must be wired.You are responsible for providing the following accessories to connect to the PC tower:USB Keyboard and MouseNoise-canceling USB headset that is not BluetoothJabra BIZ 1500, Logitech h390 or Sennheiser SC60 recommendedTWO computer monitors at least 19? in sizeMonitors must connect to the PC tower using a VGA, Displayport, or DVI/HDMI via DisplayPort converter cord, pictured belowDISH PC Towers DO NOT have an HDMI port, and only have ONE VGA port. Many WAH agents need either one or two cable adapters, for this reasonUSB Web cameraEthernet cable long enough to connect directly from your work location to your Internet router locationHome InternetStable Cable, DSL, or Fiber ISP internet connection with minimum 25 Mbps download and 2 Mbps upload speed with 99% uptime and no bandwidth or data capsWired ethernet between modem and PC without the use of an adapter: Wi-Fi / wireless is not supportedMobile DeviceSmartphone capable of placing and receiving voice and video calls, SMS messages with access to the App storeHome Environment and Work SpaceDedicated home office workspace, preferably a separate room with its own doorAdequate space to set up the workstationAbility to hardwire internet, plug directly into your routerThree power connections- either three outlets or a power strip (one for each monitor and one for the PC tower)Agents are responsible for maintaining the workspace in a safe conditionPersonal disruptions are not allowed during scheduled hours and should not be audible in background noise. This includes but not limited to:Children playingDogs barkingLoud musicNon-work-related phone callsDoorbellsFamily members/roommatesYou are scheduled on the phone throughout the entirety of your shift. It?s essential to understand this job does not allow flexibility to answer the door or be on-call care for others during work hours.All costs to meet and maintain these requirements are the responsibility of the employee and are not reimbursed by DISH, except where required by law.Starting Pay varies by your home location:Arizona $14.75 + $1 Portuguese Language DifferentialColorado $12.50 + $1 Portuguese Language DifferentialColorado, Denver $14.77 + $1 Portuguese Language DifferentialFlorida $12.50 + $1 Portuguese Language DifferentialGeorgia $11.50 + $1 Portuguese Language DifferentialIllinois $13.50 + $1 Portuguese Language DifferentialIndiana $12.50 + $1 Portuguese Language DifferentialKansas $12.50 + $1 Portuguese Language DifferentialMaryland $13.50 + $1 Portuguese Language DifferentialMichigan $13.50 + $1 Portuguese Language DifferentialMississippi $11.00 + $1 Portuguese Language DifferentialMissouri $12.50 + $1 Portuguese Language DifferentialNorth Carolina $11.50 + $1 Portuguese Language DifferentialNebraska $14.75 + $1 Portuguese Language DifferentialNew Jersey $13.50 + $1 Portuguese Language DifferentialNew Mexico $10.50 + $1 Portuguese Language DifferentialNew York $15.00 + $1 Portuguese Language DifferentialOhio $15.00 + $1 Portuguese Language DifferentialOklahoma $12.50 + $1 Portuguese Language DifferentialTexas $12.50 + $1 Portuguese Language DifferentialTexas, El Paso County $13.00 + $1 Portuguese Language DifferentialTexas, Hidalgo, Starr, Willacy & Cameron Counties $ 10.50 + $1 Portuguese Language DifferentialUtah $12.50 + $1 Portuguese Language DifferentialVirginia $11.50 + $1 Portuguese Language DifferentialWisconsin $12.50 + $1 Portuguese Language DifferentialWest Virginia $12.00 + $1 Portuguese Language DifferentialWyoming $12.50 + $1 Portuguese Language Differential From versatile health perks to new career opportunities, check out our benefits on our careers website.Candidates need to successfully complete a pre-employment screen, which may include a drug test.

Keywords: DISH, San Marcos , Customer Retention Specialist, Other , San Marcos, Texas