Job Description

Job Description

EchoStar is reimagining the future of connectivity. Our business reach spans satellite television service, live-streaming and on-demand programming, smart home installation services, mobile plans and products. Today, our brands include Boost Mobile, DISH TV, Gen Mobile, Hughes and Sling TV.

As a Customer Experience Representative, you will serve as an information resource for billing, programming, and technical troubleshooting questions – including promoting products and services to our new and existing customers so they get the most value and enjoyment from their DISH TV experience. 

What’s in it for you?

This is a Full Time, Work-From-Home position with Company-provided equipment.

• Career Growth: Opportunity is our best benefit! You’ll have the opportunity to promote two levels within your first year! 
• Comprehensive Benefits: Paid training, time off, and holidays. Medical, Dental, Vision and Life Insurance packages with a Health Savings Account
• Exclusive Perks: Free DISH TV programming valued at $114.99/month, plus discounts on Sling TV and Boost Mobile phone plans
• Financial Security: 401(K) with company match and an Employee Stock Purchasing Program (ESPP)

Application Process Overview:

After completing this application, the next step in our hiring process is a 15-20 minute questionnaire designed to help us determine if we're a mutual fit. You'll see a pop-up directing you to a landing page where you can watch brief videos providing a realistic preview of the role before committing to the questionnaire!

What You’ll Be Doing: 

• Taking calls in both Spanish and English, with the ability to communicate clearly with customers in both languages.
• Take back-to-back tech support or customer service phone calls with customers throughout the entirety of your shift
• Engage with a diverse consumer base to provide solutions for customer needs and technical issues

Our Training Program Offers You: 

• Improved skills, such as soft-skills, technical skills, and company-specific knowledge
• Information on our customer facing tools, and how to properly use them to resolve issues
• Instructor led courses to ensure retention of knowledge and to increase engagement as we cover new material
• Hands-On learning through roleplays, call observations, and call practice

Skills & Requirements: 

• Customer Service: Effectively engage with customers, address their needs, and provide assistance in a manner that ensures a positive experience and builds lasting relationships
• Dependability: Consistently meet expectations, maintain reliability, and follow through on commitments to both customers and team members
• Resilience: Maintain a positive attitude, adapt to changing circumstances, and recover quickly from challenging or stressful situations
• Problem Solving: Identify, analyze, and resolve customer issues or inquiries effectively and efficiently
• Continuous Development: The ongoing process of enhancing skills, knowledge, and capabilities to improve performance and adapt to customer needs and industry trends
• Multitasking: Efficiently handle multiple tasks, inquiries, or issues simultaneously without compromising the quality of service
• Requirements: Fluent in both Spanish and English; High school diploma or GED; six months of related customer service and troubleshooting experience and/or training; flexible to work shifts that might include evenings, weekends, or holidays; s martphone or device with active network connection; pre-employment screen; a bility to remain engaged on the phone throughout the entirety of your shift with minimal to no distractions; and camera on during all video meetings

• $15.00 + .50/hr Language Differential

  • $2/hr additional per hour worked after 6 pm
  • $2/hr additional per hour worked on weekends
  • These differentials compound , meaning if you work both after 6 PM and on the weekend, you'll earn an additional $4/hr for those shifts
• Must reside in Florida, Georgia, Indiana, Kansas, Mississippi, Missouri, Nebraska, North Carolina, South Carolina or Tennessee to be eligible for hire

Work-at-Home Technical Requirements:

DISH will provide all initial equipment required to perform the role aside from home internet!

A DISH-provided PC Tower and power adapter, and (2) two Monitors, with associated cabling will be provided. This will be considered leased equipment and shall remain the property of DISH. 

Required Accessories will initially be provided with a 30-day limited warranty. After 30 days from the hire date, you will be responsible for providing replacements should the required accessory(s) need to be replaced. DISH recommends that you maintain a backup/spare of each item to avoid downtime. 

Required Accessories:

• USB Headset
• USB Keyboard
• USB Mouse
• USB Webcam
• Ethernet cable

Home Internet:

Dedicated home office workspace with:

• Stable Cable, DSL, or Fiber ISP internet connection with a minimum 25 Mbps download and 2 Mbps upload speed with 99% uptime, and no bandwidth or data caps
• Wired ethernet between modem and PC without the use of an adapter: Wi-Fi, fixed wireless, cellular or other hotspot, or satellite is not supported

All costs to meet and maintain these requirements are the responsibility of the employee and are not reimbursed by DISH, except where required by law.

Candidates need to successfully complete a pre-employment screen, which may include a drug test.  

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