Customer Service Manager

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 Customer Service Manager will have the following:

• Bachelor’s degree from a four-year college or university or other applicable experiences.
• 5+ years related experience within a call center environment.
• 3+ years leadership/management or equivalent combination of education and experience.
• Strong written and verbal communication skills.
• Previous sales experience and/or an understanding of the mechanics regarding effective sales techniques.
• The ability to build working relationships with all levels of the organization and across business units.
• Must have excellent planning / organizational, problem-solving, analytical, presentation, listening and oral/written communication skills, leadership skills, time management, and decision making skills, as well as general math skills, preferably with basic skills related to graphs, symbols, equations, etc.

The Customer Service Manager is responsible for motivating; supervising and supporting the customer service staff to ensure performance goals and objectives are met and maintained.

Essential Duties and Responsibilities:

• Oversees and communicates customer service performance objectives to customer service staff.
• Interfaces with other departments through written and verbal communications to resolve all customer situations.
• Manages interdepartmental administrative functions.
• Provides leadership, guidance and direction to Coaches and Quality Improvement Teams.
• Demonstrates and ensures compliance with the Customer First philosophy.
• Meets or exceeds sales performance goals.
• Provides quantitative feedback to marketing services.
• Successfully completes mandatory new hire, continuing job skill enhancement and continuing sales and marketing/service training courses.
• Communicates effectively with internal staff and external company customers.
• Engages in the typical responsibilities of a manager including planning, evaluating, controlling and tracking against goals, budget, and timetables.
• Travels, as required, to attend meetings and conduct company business.
• Other duties as required.  This list is not meant to be a comprehensive inventory of all duties and responsibilities assigned to this position.
• This position is responsible for the overall direction, coordination, and evaluation of this unit.  Also directly supervises supervisory and non-supervisory employees.
• Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.
• Takes responsibility for interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.