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Customer Experience Specialist - Littleton

Company: DISH
Location: Lakewood
Posted on: March 9, 2018

Job Description:

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 Experience Centers provide award-winning service to millions of customers throughout the nation. Customer Experience 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 Experience 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 Experience 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 and assist 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
#LI-KC1 Littleton, CO

Skills - Experience and Requirements
A successful Customer Experience 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

Keywords: DISH, Denver, Customer Experience Specialist - Littleton, IT / Software / Systems, Lakewood, Colorado

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