Call Center Representative

Start with a job, stay for a career. • Portage, MI

7d

About The Position

The Call Center Representative manages high volumes of inbound and outbound customer calls and emails about broadband services. The role identifies customer needs, provides information about repairs, researches issues, and offers solutions or alternatives for Dish Network and Internet services while using the Bloom Operating Software System (BOSS). The representative also supports residents and communities with service questions, account activity, troubleshooting, work orders, and the BOSS system.

Requirements

• High school diploma or equivalent.
• Professionalism and a demonstrated commitment to excellent customer service.
• Strong written and verbal communication skills.
• Proficiency with Microsoft Office programs.
• Ability to be organized, detail-oriented, and effective in a fast-paced environment.
• Ability to work cooperatively and respectfully with others.
• Exceptional organizational and time-management skills, including the ability to balance and prioritize simultaneous projects and tasks.
• Ability to execute job duties under stressful circumstances, such as last-minute deadlines or other difficult situations.
• Valid driver's license and reliable transportation.

Nice To Haves

• Previous experience in a call center environment.
• Familiarity with Dish Network.
• Basic home networking skills and experience with associated software and hardware.

Responsibilities

• Answer incoming calls and respond to customer inquiries promptly and professionally, providing product and service information.
• Identify customer needs, resolve issues, and escalate complex issues when necessary.
• Research issues and provide solutions or alternatives related to Dish Network, Internet services, and the BOSS System.
• Document customer interactions, update customer records, and add notes to accounts for all resident calls.
• Contribute to individual and team performance metrics, participate in training and development, and continually improve product and service knowledge.
• Provide residents with information about Dish Network services, including installation, rates, programming, fees, and billing.
• Monitor the BOSS dashboard, follow up on open work orders, and help the community navigate BOSS.
• Work with Dish Network's sales force to activate and deactivate receivers and open, terminate, or disconnect accounts.
• Troubleshoot existing Dish and Internet customers and initiate work orders when issues cannot be resolved.

Benefits

• Comprehensive benefits package, including a 401(k) with company match.
• Generous paid time off programs.
• Competitive compensation plan.
• Employee referral program.
• Great work environment.
• Opportunities for advancement.
• Discounted apartment home.
• Training and development through on-the-job, technical, sales, and leadership tracks.

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED