Wireless Customer Experience Coach

Dish • Bluefield, WV

396d • $54,650 - $78,100

About The Position

The Wireless Customer Experience Coach at DISH Network is responsible for supervising and developing non-supervisory employees within the Customer Experience Operations team. This role focuses on enhancing customer satisfaction by mentoring staff, resolving escalated customer issues, and implementing feedback to improve wireless processes. The coach will also facilitate team meetings, analyze department results, and ensure compliance with performance standards.

Requirements

• Willingness to move laterally to an on-site role in Bluefield, WV.
• Flexibility to work weekends, holidays, and evenings.
• Expertise in at least 3 functional areas of the call center support environment is preferred.
• Must meet or exceed current performance expectations.
• Ability to read and interpret safety rules and procedure manuals.
• Proficient in writing routine reports and correspondence.
• Current experience in a wireless role is preferred.
• Effective public speaking skills before groups of customers or employees.
• Strong problem-solving skills, including data collection and analysis.

Responsibilities

• Directly supervise non-supervisory employees, including interviewing, hiring, and training.
• Engage, teach, mentor, guide, and develop new employees.
• Gather and implement feedback from agents to improve wireless processes.
• Develop employees to a high level of competency for career advancement opportunities.
• Facilitate team meetings to ensure effective communication and information sharing.
• Receive, evaluate, research, and resolve elevated customer issues to ensure satisfaction.
• Ensure standards are met for attendance, payroll, and performance documentation.
• Analyze and communicate department results, including sales and productivity metrics.
• Use various tools to determine customer recovery needs and resolve escalated scenarios.
• Communicate with customers via phone and email to resolve concerns and gather feedback.
• Implement solutions to improve customer experience, including account interventions.
• Collaborate with other departments to enhance processes and tools.
• Stay updated on changes to business policies and processes.
• Manage time effectively and balance multiple tasks.
• Maintain call proficiency by handling inbound calls weekly.

Benefits

• Flexible spending accounts
• Health Savings Account (HSA)
• 401(k) Plan with company match
• Employee Stock Purchase Plan (ESPP)
• Career opportunities
• Flexible time away plan

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Broadcasting and Content Providers
• Education Level: No Education Listed