Company SummaryDISH, 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.
Department SummaryOur Customer Experience Operations (CXO) teams go above and beyond by simplifying lives and enhancing community access to our products and services. Behind the scenes, dedicated individuals focus on refining the experience for millions of customers across all of our brands and providing support to our field agents.
Job Duties and ResponsibilitiesOur Wireless Escalations team acts as business managers for the entire agent ticketing system--providing ticketing insights to improve the agent and customer experience. The team lives at the junction of meeting the needs of a variety of business partners, coordinating execution with internal teams and ensuring our front-line teams have the resources to be successful while interacting with our customers.
Key Responsibilities:
- Provide subject matter expert support for ticket strategy and design
- Manage ticket KPIs such as volume, rate, service level agreement
- Identify and drive initiatives that reduce ticket rate, prevent new ticket submissions, and improve the customer experience
- Collaborate with partners on ticket
- Strategy and design
- KPIs
- Prevention/reduction initiatives
- Strategic change initiatives
- Meet performance metrics and produce quantifiable results related to ticket reduction and prevention
Skills, Experience and RequirementsEducation and Experience:
- A bachelor's degree or 3+ years of relevant experience
Skills and Qualifications:
- Ability to achieve great results while working with ambiguous scopes and constantly changing priorities
- Be a self-starter with the drive and discipline to accurately complete a task on schedule
- Ability to deliver formal presentations up to senior managers; Ability to effectively communicate, share information, and influence up to head of/director level
- Proficiently able to define problems, collect data, derive insights, and use that to make sound recommendations: Strong problem-solving, analytical, and symbolic reasoning skills
- Success building strong collaborative working relationships with cross-functional teams
- Minimal travel is standard for this role
- Project management experience desired
- Basic SQL knowledge desired
Salary RangesCompensation: $63,150.00/Year - $90,000.00/Year
BenefitsWe 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.
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