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Hours Full-time
Location Flushing, NY
Flushing, New York

About this job

Sling TV L.L.C., a subsidiary of DISH Network Corporation, provides over-the-top television services including domestic and international live and Video-On-Demand programming. It is available on televisions, tablets, computers and smartphones. The Sling TV programming portfolio includes content from Disney, ESPN, HBO, AMC, Turner, Scripps, EPIX, Univision and Maker Studios. Sling International (formerly DishWorld) currently provides close to 200 channels in 18 languages across multiple devices to U.S. households. Sling TV is a next-generation service that meets the entertainment needs of today’s contemporary viewers.

 

Intelligence.  Creativity.  Innovation.  These are the attributes you'll find at Sling.  We offer individualized career paths for dynamic, talented people who are ready to be rewarded and recognized. It's our way of giving back to exceptional individuals who have kept us at the forefront of our industry.

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.
  • One year in a call center environment preferred.
  • Willingness to work flexible schedules including weekends, holidays and evenings.
  • Call Center Metrics - must meet current metric goals.

A Team Lead provides a real world experience to our Customer Experience Rep’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. 

  • Provides floor support for all agent types. Continues development of current agents
  • Develops New hire agents.  Certifies new agents on call handling skills
  • 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 Customer Experience Supervisor in analyzing, developing performance improvement plans, and drive improvements in the key performance indicators that our company utilizes
  • Assist customers with technical questions regarding installation, trouble shooting, and hardware operation. Assist customer billing by accepting payments via credit card. Assist Operations Department to determine call types to provide a higher level of customer service. Accurately respond to questions and assist customers with product features, installation, setup, troubleshooting and hardware operations
  • Other duties as required.