Senior Customer Service Representative - Wireless

Department Summary

DISH and its family of brands is a Fortune 200 company with more than $15 billion in annual revenue that continues to redefine the communications industry. Our legacy is innovation and a willingness to challenge the status quo, including reinventing ourselves. We disrupted the pay-TV industry in the mid-90s with the launch of the DISH satellite TV service, taking on some of the largest U.S. corporations in the process, and grew to be the fourth-largest pay-TV provider. At DISH, we reimagine connectivity through new platforms, new business models and new ways of thinking. 

Now we have our sights set on upending the wireless industry and unseating the entrenched incumbent carriers. We are building America’s first cloud-native 5G network to transform the way we live, work and play with unlimited potential. Our teams operate at the intersection of wireless, data analytics, AI and the cloud to create something state-of-the-art, radically original and truly unlike what anyone else can. Boost Infinite will become the fourth-largest wireless carrier and change the way the world communicates.

We are driven by curiosity, pride, adventure, and a desire to win – it’s in our DNA. We’re looking for people with boundless energy, intelligence, and an overwhelming need-to-achieve to join our team as we embark on the next chapter of our story. 

Opportunity is here. We are DISH.

The Senior Wireless Activation Specialist role is part of a hybrid work-at-home/on-site team that is based out of our cutting edge Phoenix facility and will be amongst the first to experience our latest state-of-the-art wireless technology. After your initial two weeks of training, you will move into a hybrid weekly schedule of three days on-site and two days at-home. Any weekend days that you may be scheduled will be worked at-home.

You will have the opportunity to become a subject matter expert in the Phoenix location and build excitement around the latest wireless developments. Collaborating with your team on-site will allow you to expand your professional network to include our Sales and Manufacturing teams and create future career opportunities.

Job Duties and Responsibilities

As a part of the customer experience team (CXO), you will be the voice of the company to our customers. The Senior Wireless Activation Specialist team focuses on resolving customer issues, preventing future problems, and promoting our services, while listening, connecting and caring for the customer through voice and chat interactions. Team members maintain strong knowledge of our wireless products, accessories and pricing plans.

Changing wireless providers can be stressful for some customers and your mission will be to provide a highly personal activation and onboarding experience ensuring our customers are up and running quickly and effortlessly. 

Tasks and Responsibilities

• Create a best-in-class experience for our new Boost Infinite customers via voice, chat and email

• Personally own the customer relationship all the way through activation by overcoming challenges and obstacles they may be experiencing 

• As the first contact point for customers, be a brand ambassador for Boost Infinite and create a lasting positive impression

• Enhance the customer’s experience by making them aware of products and services we offer

• Assist customers with questions regarding billing, device activation, and setup, product features, troubleshooting, and hardware operation

• When needed, reach out to customers to proactively resolve complex issues 

• Help improve the business by identifying opportunities and providing feedback by assessing trends and/or diagnostic improvements to provide a higher level of customer service, performance and efficiency

• Interpret and execute on a variety of instructions furnished in written, oral, diagram, and/or schedule form via voice, chat and email

Skills, Experience and Requirements

All candidates must have:

• A High School diploma, GED, or equivalent experience
• An awesome attitude with a customer-first mindset
• A desire to work in a collaborative team environment

Ideal candidates will have:

• One or more years of customer care experience in a contact center environment (work-at-home or on-site)

• Experience in the wireless industry

• Familiarity with wireless devices and their functions

• Familiarity with the process of changing wireless providers 

• Strong sense of pride when guiding customers through activation and onboarding experience

• Adaptability to different work environments

• High engagement throughout the entirety of their shift

• Willingness to work flexible schedules - pay differential applies to weekends, evenings and holidays

• Ability to smoothly operate Windows OS desktop computers 

• Ability to multitask and effectively problem solve; speaking with customers while logging information, following different processes, and navigating customer tools

• Excellent written and verbal communication skills with the ability to provide a high level of customer service 

• Willingness to proactively communicate problems back to the business

• A desire to continually improve and an openness to being coached and developed

What is in it for you?

• Starting hourly pay is $21.57

• $150 monthly reward bonus until reward program is established

• Grow with us and be amongst the first to help us disrupt the wireless industry

• Career growth opportunities including leadership positions and corporate opportunities within our Denver headquarters and local locations

• Performance incentive plan above and beyond regular pay

• Company provided equipment for both on-site and at-home environments

• Extensive Benefits Package

  • 330 free channels including premiums
  • $5 monthly Sling Blue and Orange service
  • $15 per line (up to 5) for Boost Infinite wireless

• Medical, Dental, Vision Insurance

• Paid vacation and sick time

• 401(k) Investments with Company-matched funds

• Tuition reimbursement

• Heavily discounted DISH, Sling, & Boost Infinite Service

Salary Range

Compensation: $21.57/Hour
Compensation and Benefits

We also 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.