Operations Specialist - Full-time

DISH is an innovative industry leader distinguished by its pioneering spirit. Ever since our establishment in 1980, we’ve been the ideal workplace for people with adventurous spirit and creativity, smart risk takers and aggressive winners - all those for whom the status quo just isn’t enough. Our Fortune 200 Company continues to define the curve in television entertainment. We are always improving and extending our products and delivering greater value to people, including our workforce of 20,000 plus. Come explore the big picture with us!

Intelligence. Creativity. Innovation. These are the things you’ll find at DISH, the pioneer in television entertainment. We offer flexible career paths for dynamic, talented individuals who are ready to be rewarded and recognized. It’s our way of giving back to exceptional people who have kept us at the forefront of our industry.

A successful Operations Specialist will have the following: 

• High school diploma or general education degree (GED); and one year of related experience, service industry preferred; and/or training.
• Excellent written and verbal communication skills.
• Pleasant telephone personality.
• Strong organization skills.
• Detail oriented.
• Strong business integrity and work ethic.
• Able to proficiently handle multiple deadlines and/or tasks.
• Self-motivated.
• Ability to navigate and utilize multiple PC-based software platforms.
• Strong analytical and problem solving skills.

Sales Operations has an outstanding opportunity for an Operations Specialist.  This position interacts with DISH’s local retailers via business-to-business inbound phone calls to explain retailer business rules, incentive payment guidelines, and often will clarify the status of a consumer account or receiver.  Operations Specialists multi-task with several internal PC-based platforms while teaching our local retailers how to use Retail self-help tools, trouble shoot web site and application outage reports, and document all calls.  Each Specialist must ensure quality of service and positive customer/provider relationships by partnering with local retailers and helping all concerned parties solve a wide variety of problems.

Primary responsibilities fall into the following categories:

• Conducts incentive payment and charge back research, explains why an account or receiver did/did not pay as intended, why a payment charge back may have occurred, and what needs to happen to ensure proper payment.
• Partners with local retailers, clarifies web site access and content download instructions, consumer and prospect qualification requirements, retailer business rules, retailer agreement terms, new and existing customer promotional programs, and much more.  Takes a genuine interest in teaching our local retailers how to be successful while utilizing the tools available to them.
• Stays fully informed about all company products, services, programming, equipment, internal web site intranets (Sellers Hub, DISH Portal, Community, etc.), Retailer Chat Highlights, Retailer News Publications, as well as internal email announcements.
• Resolves retailer online Assistance Requests (ARs) when assigned by following departmental guidelines and business rules.  Qualifies prospects for DISH Network service by building accounts and creating agreements using CSG/DISH Promo, EchoAdmin, and Interconnect credit files when required.  Supports retailers in their efforts to acquire new subscriber acquisitions and in the maintenance of existing subscriber accounts.  
• Responsible for replicating various web site and phone/tablet based application error messages and obtaining relevant screenshots to troubleshoot and partner with our User Acceptance Testing group to identify a resolution. Demonstrates follow through on all outage reports to ensure problem resolution by creating and submitting a resolution ticket.
• Ensures one-call resolution & strives towards world-class customer service by exceeding expectations whenever possible.