Customer Service Training Manager jobs in West Virginia

Company Summary

DISH, an EchoStar Company, has been reimagining the future of connectivity for more than 40 years. Our business reach spans satellite television service, live-streaming and on-demand programming, smart home installation services, mobile plans and products, and now we are building America’s First Smart Network™.

Today, our brands include EchoStar, Hughes, DISH TV, Sling TV, Boost Infinite, Boost Mobile, DISH Wireless, OnTech and GenMobile.

Department Summary

As a part of Customer Experience Operations (CXO), the Field Operations team is the voice of the company to our customers with a focus on resolving customer issues, preventing future problems, and promoting our services, while listening, connecting and caring for the customer through voice and chat interactions.

This role is a part of an on-site team that is based out of our cutting edge Bluefield facility.

Job Duties and Responsibilities

As a Customer Experience Representative, you will serve as an information resource for billing, programming, and technical troubleshooting questions – including promoting products and services to our new and existing customers so they get the most value and enjoyment from their DISH experience. You will be providing solutions to customers, from simple concerns to escalated and complex situations. If you like to solve problems and interact with people from across the country or maybe just a few towns over, this is the spot for you! 

In this role, you will:

• Always have at least 2 days off in a row
• Support customers between the hours of 6 AM to 10 PM MT
• Two shift structures: 8 hour shifts 5 days a week, or 10 hour shifts 4 days a week
• Have open availability including weekends and holidays, that allows for potential schedule change every 12-15 weeks based on business needs
• Take back-to-back tech support or customer service phone calls with customers throughout the entirety of your shift
• Engage with a diverse consumer base to provide solutions for customer needs and technical issues

What’s in it for you?

• VA starting pay at $15.50/hr, WV starting pay at $15.00/hr 
  • Plus a pay differential of $2/hr when working weekends and evenings
• 10% increase to your starting rate upon completing apprenticeship
• Performance incentive plan above and beyond regular pay
• Company-provided equipment
• Extensive Benefits Package
  • Medical, Dental, Vision Insurance
  • PTO and Paid Sick Time
  • 401(k) Investments with Company-matched funds
  • Tuition reimbursement
• Discounted DISH, Sling & Boost services
  • 330 free channels including premiums
  • $5 monthly Sling Blue and Orange service
  • $10 credit per line (up to 5) for Boost Infinite wireless
• Opportunity is our greatest benefit
  • Our representatives are built to work hard and rise. We offer defined career ladders and extensive opportunity for upward mobility.

Click here to watch a short video previewing the Top 10 reasons to join our award-winning customer experience team to help keep people, families and communities connected to the news and entertainment that matters!

Skills, Experience and Requirements

Ideal representatives have:

• High School diploma, GED, or equivalent experience
• Six months of related customer service and troubleshooting experience and/or training
• An openness to being coachable and a desire to learn new techniques

All representatives must have:

• Ability to remain engaged on the phone throughout the entirety of your shift with minimal to no distractions
• Superb attendance
• Open availability to work between the hours of 6 AM to 10 PM MT as well as weekends and holidays
  • Flexibility with schedule changes every 12-15 weeks
• Position is on-site and employee must reside within drivable distance
  • Possibility to move to a hybrid schedule based on performance and business needs
• Tech savviness with the ability to smoothly operate multiple windows and tabs, while simultaneously providing Best In Class Customer Experience speaking to customers over the phone
• Intermediate level of proficiency in Microsoft Office and/or G-suite applications
• Must be flexible to accommodate changing business requirements

Benefits

We offer versatile health perks, including flexible spending accounts, HSA, a 401(k) Plan with company match, ESPP, career opportunities and a flexible time away plan; all benefits can be viewed here: DISH Benefits.

The base pay range shown is a guideline. Individual total compensation will vary based on factors such as qualifications, skill level and competencies; compensation is based on the role's location and is subject to change based on work location. Candidates need to successfully complete a pre-employment screen, which may include a drug test and DMV check.

The posting will be active for a minimum of 3 days. The active posting will continue to extend by 3 days until the position is filled. 

Salary Range