Job Information
Dish Network Customer Interaction Optimization Expert in ENGLEWOOD, Colorado
Company Summary
DISH, 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 Summary
Our Customer Experience Operations (CXO) teams go above and beyond by simplifying lives and enhancing community access to our products and services. Behind the scenes, dedicated individuals focus on refining the experience for millions of customers across all of our brands and providing support to our field agents.
Job Duties and Responsibilities
The Customer Interaction Optimization Expert 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.
The Customer Interaction Optimization Expert will be responsible for the following but not limited to:
Key Responsibilities:
Answer customer interactions (phone/chat) and use the experience to:
Document tool behavior
Test changes to agent tools
Test processes before and during implementation
Demonstrate customer interactions through immersions and customer interaction observations
Gather additional information from the customer on their journey
Identify process improvement opportunities and deliver feedback to business stakeholders
Participate in regular calibration sessions and roundtable discussions with stakeholders
Listen/read recorded or live customer interactions to gain additional insights on the outcomes of calls/chats from our general agent population
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
Skills, Experience and Requirements
Education and Experience:
High-school diploma or equivalent
Minimum 2 years of customer service experience
Skills and Qualifications:
Intermediate level of proficiency in Microsoft office and/or G-suite applications
Position is on-site and employee must remain within drivable distance
Detailed oriented and strong interpersonal skills
Must be flexible to accommodate changing business requirements
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 work effectively 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
This position is 100% onsite in either Meridian or Riverfront. Travel between the sites will be required for training.
Salary Ranges
Compensation: $23.38/Hour
Benefits
We 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.
The posting will be active for a minimum of 3 days. The active posting will continue to extend by 3 days 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.