Team Lead - Full-time

DISH’s 11 U.S.-based Customer Service Centers provide award-winning service to millions of customers throughout the nation. Customer and Technical Service 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.

A successful Team Lead will have the following: 

• Proficiency with Windows 95 or higher.
• Strong organizational, time management and problem solving skills.
• Ability to regularly sit for long periods of time, speak and listen while typing.
• High school diploma, GED, or equivalent experience.
• Six-months of related customer service experience and/or training preferred.
• Willingness to work flexible schedules including weekends, holidays and evenings.

A Team Lead provides a real world experience to our CSR’s by linking knowledge from the classroom to the skills necessary to provide the customer with a positive experience.  Team Lead’s provide the necessary hands on experience in a comfortable learning environment that encourages new and current agents to practice skills learned within the new hire classroom environment.  They may also be assigned to a specific team to take supervisor calls and answer questions on the team thread. When not assigned to a trainee or a team, Team Lead’s also answer inbound technical and customer service calls relating to entertainment services and products, hardware systems/accessories, and customer service inquiries regarding technical support, billing, and general information requests. 

• Develops New hire agents.  Certifies new agents on call handling skills
• Provides floor support for all agent types. Continues development of current agents
• Facilitate team meetings and promote each employee to check updates daily so that every employee has the most up to date information for their role.
• Assists with the knowledge transfer during the on the job training process
• Conducts discussions on the new agent’s call performance and provide constructive feedback
• Assist Coach in analyzing, developing performance improvement plans, and drive improvements in the key performance indicators that our company utilizes