Contact Center Customer Service Manager - Full-time

DISH is a Fortune 250 company with more than $14 billion in annual revenue that continues to redefine the communications industry.  Our legacy is innovation and a willingness to challenge the status quo, including reinventing ourselves.  We disrupted the pay-TV industry in the mid-90s with the launch of the DISH satellite TV service, taking on some of the largest U.S. corporations in the process, and grew to be the third-largest pay-TV provider.  We are doing it again with the launch of the first live, internet-delivered TV Service – SlingTV, that bucks traditional pay-TV norms and gives consumers a truly new way to access and watch television.

Now we have our sights set on upending the wireless industry and unseating the entrenched incumbent carriers.

We have a bold sense of pride, adventure, and desire to win – it’s in our DNA.  And 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.

DISH's 9 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.

Opportunity is here.  We are DISH.

A successful Customer Service Manager will have the following:

• Strong written and verbal communication skills
• Bachelor’s degree from a four year college/university
• Two years related experience and/or training; and one plus years of experience
• 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

• 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/Supervisors and Quality Improvement Teams
• Demonstrates and ensures compliance with the DISH Customer First philosophy
• Meets or exceeds performance goals
• 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
• Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems