Customer Support Representative - Full-time / Part-time

Job Duties and Responsibilities:

If you love providing world-class customer service, interacting with diverse customers, and are looking for a fulfilling career with immense opportunity, look no further! DISH s 9 U. S.-based Customer Service Centers provide award-winning service to millions of customers throughout the nation. Customer Support 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.

The Customer Support Representative answers inbound technical and customer service calls from internal and external customers. Other responsibilities as follows:

• Supports Tier 1 technical support and customer service phone support for external customers
• Regular and predictable attendance
• This support can be, but is not limited to, entertainment services and products, hardware systems/accessories, and customer service inquiries regarding technical support, billing, and general information requests
• Provide quality technical support service through one-contact resolution to establish a long-term customer relationship
• Accurately respond to questions and assist customers (internal and external) with product features, installation, setup, and troubleshooting and hardware operations primarily via phone
• Assist customers with their billing and payments as needed
• Sell multiple entertainment products and services as well as hardware systems and accessories

Essential Functions:

A Customer Support Representative performs the job duties and responsibilities above as well as the following essential job functions:

• Willingness to work flexible schedules including weekends, holidays, and evenings
• Ability to regularly sit for long periods of time
• Ability to multi-task; speaking with customer while accurately logging and recording customer information in to call center databases
• Take back-to-back phone calls from DISH internal customers nationwide andassist them with questions regarding work order modifications, equipment modifications, as well as activation of customer services

• Meet or exceed minimum performance standards including but not limited to Average Handle Time; Customer Satisfaction; Quality, Up-selling, etc. You will be constantly measured on these metrics
• Deescalate upset or irate customers in order to satisfactorily address their customer service needs

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Skills - Experience and Requirements

A successful Customer Support Representative will have the following:

• High School diploma, GED, or equivalent experience
• Six-months related customer service/technical support experience and/or training preferred
• Analytical and intuitive; capable of following logic and then making the instinctive leap to a solution; problem solving and critical thinking skills are essential
• Proficiently utilize Windows OS (XP, 7, 8, 10) and internet search engines
• Ability to speak effectively with customers and employees of the organization
• Strong organizational, time management, and problem solving skills
• Excellent written and oral communication skills
• Strong sense of professionalism and active listening skills
• Ability to problem solve and use available software/tools to understand and craft the right solution across varying customer needs, business rules, and processes