Expert Customer Service Representative

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 Mobile and Gen Mobile. 

Our Sales teams advocate for our products and the customers they serve. We’ve built a loyal customer base by selling consumers, retailers, affiliate partners, distributors and industry stakeholders on the DISH brands with authenticity. The sales department is critical to driving demand and creating strategic partnerships across the industry.

This is a case management customer service position that receives highly escalated issues from a variety of avenues, including, but not limited to: State Attorney General and Better Business Bureau offices, the FCC, DISH Network executives and customers. 

Case Managers are responsible for assisting customers on a wide range of topics including billing, contract disputes, product features, and resolving customer concerns in general. The job requires the ability to problem solve, extensive knowledge of DISH Network products and policies, and the ability to compose well-written response letters or executive level summaries. 

Case Managers are at the highest-level customer service position at DISH Network. The expectations for the job are not only to resolve customer concerns, but to generate business ideas or proposals to make a positive impact on the company. 

Key Responsibilities:

• Contacting DISH Network and Mobile Wireless customers by phone or with written correspondence to resolve their issue
• Maintaining departmental service levels and resolving all customer concerns in a timely manner
• Problem-solving cases and trends in escalations received and generating ideas to help reduce escalations
• Identifying opportunities within escalations and validating if a process or policy needs to be changed or adjusted
• Working with internal departments to investigate complaints that are received to ensure we’re not only resolving the escalation but preventing future escalations

This is an in-person role. The shift is Sunday - Thursday.

Education and Experience:

• A bachelor’s degree (preferred but not required) or two years of customer service experience

Skills and Qualifications:

• The ability to multi-task, be organized, and be a self-starter, demonstrating excellent project management skills
• The ability to learn quickly, prioritize and work under pressure, adapt to a rapidly changing environment, and demonstrate a sense of urgency
• The ability to draft professional customer letters and emails
• The ability to problem-solve difficult customer complaints
• The ability to interact with internal departments, upper management, and other groups in order to identify long-term solutions

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. Our company is committed to fostering an inclusive and equitable workplace where every individual has the opportunity to succeed. We are dedicated to providing individuals with criminal or arrest records a fair chance of employment in accordance with local, state, and federal laws.

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.