Customer Experience Coach

Company Summary
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.
Department Summary
Our 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 Responsibilities
The CXO Coach supervises and coordinates the activities of employees engaged in sales, service, account management, returns and/or telephone complaints of customers to ensure that department performance requirements are met. This position is responsible for learning and developing in the three coaching skills sets: leadership, functional and administrative.
Primary responsibilities:

• Directly supervise non-supervisory employees; responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems
• Engage, teach, mentor, guide and develop new employees
• Gather and implement feedback from agents on wireless process to improve wireless processes
• Develop employees to a high level of competency and prepare them for career advancement opportunities
• Facilitate team meetings to ensure effective communications and that all team members have the most current information available
• Receive, evaluate, research and resolve customer issues that have been elevated and require a higher level of expertise to ensure customer satisfaction
• Ensure adequate standards are met for attendance, payroll, performance documentation and other employment paperwork/entries
• Properly analyze and communicate department results, i.e. sales, productivity, quality and attendance

• Use tools such as surveys, recorded calls, website feedback, chat transcripts, and other data to determine the need for customer recovery and determine the correct course of action to resolve highly escalated customer scenarios
• Communicate with customers through both phone and email to resolve concerns, repair the relationship, and collect information on what our customers want from our Wireless lines of business
• Implements agreed upon solutions, including account intervention and outbound calls, in order to improve the customer's experience
• Work with other departments to improve processes and tools
• Stay abreast of changes to business policies and processes
• Effectively manage time and balances multiple tasks
• Take inbound calls to assist customers and provide best in class customer service
• Behave as a leader within the company at all times
• Handle inbound calls each week to maintain call proficiency
• Ability to rotate between business units in order to maintain ratio balance
• Other duties as required. This list is not meant to be a comprehensive inventory of all duties and responsibilities assigned to this position

Skills, Experience and Requirements
Education and Experience:

• Two years prior supervisory experience or equivalent combination of education and experience
• Expertise in at least 3 functional areas of the call center support environment is preferred

Skills and Qualifications:
Must be able to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals

• Write routine reports and correspondence
• Speak effectively before groups of customers or employees of organization
• Define problems, collect data, establish facts, and draw valid conclusions
• Willingness to work flexible schedules including weekends, holidays and evenings

Visa sponsorship not available for this role
Salary Ranges
Compensation: $54,650.00/Year - $78,100.00/Year
Benefits
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.