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Retail: Become a Customer Support Rep - Hilliard

Retail: Become a Customer Support Rep - Hilliard

If you love providing world-class customer service, interacting with diverse customers, and are looking for a fulfilling career with immense opportunity, look no further! DISH s 11 U.S.-based Customer Service Centers provide award-winning service to millions of customers throughout the nation. Customer and Technical Support Representatives act as excellent information resources for billing, programming and troubleshooting questions including suggesting ways for existing customers to get the most value and enjoyment from their DISH experience.Job Duties and Responsibilities:The Technical Support Representative answers inbound technical and customer service calls from internal and external customers. Other responsibilities as follows:Supports Tier 1 technical support and customer service phone support for external customersRegular and predictable attendanceThis support can be, but is not limited to, entertainment services and products, hardware systems/accessories, and customer service inquiries regarding technical support, billing, and general information requestsProvide quality technical support service through one-contact resolution to establish a long-term customer relationshipAccurately respond to questions and assist customers (internal and external) with product features, installation, setup, and troubleshooting and hardware operations primarily via phoneAssist customers with their billing and payments as neededSell multiple entertainment products and services as well as hardware systems and accessoriesA Technical Support Representative performs the job duties and responsibilities above as well as the following essential job functions:Willingness to work flexible schedules including weekends, holidays, and eveningsAbility to regularly sit for long periods of timeAbility to multi-task; speaking with customer while accurately logging and recording customer information in to call center databasesTake back-to-back phone calls from DISH internal customers nationwide and assist them with questions regarding work order modifications, equipment modifications, as well as activation of customer servicesMeet or exceed minimum performance standards including but not limited to Average Handle Time; Customer Satisfaction; Quality, Up-selling, etc. You will be constantly measured on these metricsDeescalate upset or irate customers in order to satisfactorily address their customer service needs#CB3Skills - Experience and Requirements:A successful Technical Support Representative will have the following:High School diploma, GED, or equivalent experienceSix-months related customer service/technical support experience and/or training preferredAnalytical and intuitive; capable of following logic and then making the instinctive leap to a solution; problem solving and critical thinking skills are essentialProficiently utilize Windows OS (XP, 7, 8, 10) and internet search enginesAbility to speak effectively with customers and employees of the organizationStrong organizational, time management, and problem solving skillsExcellent written and oral communication skillsStrong sense of professionalism and active listening skillsAbility to problem solve and use available software/tools to understand and craft the right solution across varying customer needs, business rules, and processes Associated topics: agent, call center specialist, customer care representative, customer service specialist, phone, service specialist, support, system support, technical support, telephone

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