Executive Customer Relations Case Manager

DISH is a Fortune 200 company with more than $15 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 fourth-largest pay-TV provider. We are doing it again with the first live, internet-delivered TV service – Sling TV – 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 are driven by curiosity, pride, adventure, and a desire to win – it’s in our DNA. 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. Opportunity is here. We are DISH.Bachelor’s Degree from four-year college or university (preferred); or two years related experience and/or trainingThe ability to multi-task, be organized and be a self-starter, demonstrating excellent project management skillsThe ability to learn quickly, prioritize and work under pressure, adapting to a rapidly changing environment and demonstrating a sense of urgencyThe ability to draft professional customer letters and emails; the ability to problem-solve difficult customer complaintsThe ability to interact with internal departments, upper management and other groups in order to identify long-term solutionsOOP/ERT experience is a plus, but not a requirementCase Managers are at the highest-level customer service position at DISH Network. The expectations for the job are not only to resolve customer concerns, but to generate business ideas or proposals to make a positive impact on the company.   Primary responsibilities will fall into the following categories:Contacting DISH Network customers by phone or with written correspondence to resolve their issueMaintaining departmental service levels and resolving all customer concerns in a timely mannerProblem-solving cases and trends in escalations received and generating ideas to help reduce escalationsIdentifying opportunities within escalations and validating if a process or policy needs to be changed or adjustedWorking with internal departments to investigate complaints that are received to ensure we’re not only resolving the escalation, but preventing future escalations#LI-JB2 Littleton, CO