What are the responsibilities and job description for the Customer Experience Specialist position at DISH?
Department Summary:
Tasks and responsibilities
The Customer Experience Operations Specialist will create best-in-class experiences for our Boost Infinite customers via voice, chat and email and utilize this experience for the following:
DISH and Boost Infinite are upending the wireless industry and unseating the entrenched incumbent carriers. We are building America’s first cloud-native 5G network to transform the way we live, work and play with unlimited potential. Our teams operate at the intersection of wireless, data analytics, AI and the cloud to create something state-of-the-art, radically original and truly unlike what anyone else can. Boost Infinite will become the fourth-largest wireless carrier and change the way the world communicates.
We are driven by curiosity, pride, adventure, and a desire to win – it’s in our DNA. 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:
The Customer Experience Specialist specializes in one of our lines of business, and while servicing our customers, serves as an expert to create recommendations on agent tools and other processes, test new processes, and provides feedback to skill owners, corporate operations managers, executives, and field leadership in order to improve customer and agent experience.
Tasks and responsibilities
The Customer Experience Operations Specialist will create best-in-class experiences for our Boost Infinite customers via voice, chat and email and utilize this experience for the following:
- Observation
- Document tool behavior
- Gather information from customers on their journey
- Listen/read recorded or live customer interactions to gain additional insights on the outcomes of calls/chats from our general agent population
- Incubation
- Test changes to flows, or any other tools
- Test processes before or during implementation
- Demonstration
- Immersions
- Customer interaction observations
- Interact and model calls for high level executives
- Feedback
- Identify process improvement opportunities and deliver feedback to business stakeholders
- Participate in regular calibration sessions and roundtable discussions with stakeholders
- Utilize data gathering and interpretation techniques to quantify and summarize data into digestible and actionable insights
- Convert learnings from observations and/or customer interactions into actionable insights
- Collaborate with various departments to answer questions that drive the direction of agent and customer initiatives
- A High School diploma, GED, or equivalent call center experience
- Minimum 2 years of customer service experience
- Intermediate level of proficiency in Microsoft Office and/or G-suite applications
- Position is on-site and employee must reside within drivable distance
- Detailed-oriented and strong interpersonal skills
- Must be flexible to accommodate changing business requirements
- Willingness to work flexible schedules - pay differential applies to evenings, weekends and holidays
- Can actively learn through experimentation, learns quickly when facing new situations, makes the most out of available resources
- Is a self-starter with an innate curiosity to explore and identify new process solutions
- Ability to collaborate in a team environment and across other teams
- Ability to formulate a problem statement based on observation gathered from customer interactions, and to suggest potential solutions
- Basic analytical skills with the ability to collect, organize, and disseminate information
- Starting hourly pay $23.38/hour
- Plus a $2.00/hour differential applies to weekends, evenings and holidays, and $4.00/hour after 6pm on weekends
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Extensive Benefits Package
- Medical, Dental, Vision Insurance
- Paid vacation and sick time
- 401(k) Investments with Company-matched funds
- Tuition reimbursement
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Heavily discounted DISH, Sling, & Boost Infinite Service
- 330 free channels including premiums
- $5 monthly Sling Blue and Orange service
- $15 per line (up to 5) for Boost Infinite wireless
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Opportunity is our greatest benefit
- Grow with us and be amongst the first to help us disrupt the wireless industry
- Our representatives are built to work hard and rise and this role is a stepping stone into many other potential opportunities available within the company
- We offer defined career ladders and extensive opportunity for upward mobility
We also 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.
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