• Retail Support Specialist I

    EchoStar (Englewood, CO)


    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 Sales team advocates for our products and the customers they serve. We’ve built a loyal customer base by selling consumers, retailers, affiliate partners, distributors and industry stakeholders on the DISH brands with authenticity. The sales department is critical to driving demand and creating strategic partnerships across the industry.

     

    Job Duties and Responsibilities

    Key Responsibilities:

    + Conduct incentive payment and charge back research, explaining why an account or receiver did/did not pay as intended, why a payment charge back may have occurred, and what needs to happen to ensure proper payment

    + Partner with local retailers, clarify web site access and content download instructions, consumer and prospect qualification requirements, retailer business rules, retailer agreement terms, new and existing customer promotional programs, and much more; Take a genuine interest in teaching our local retailers how to be successful while utilizing the tools available to them

    + Stay fully informed about all company products, services, programming, equipment, internal web site intranets (Sellers Hub, DISH Portal, Community, etc.), Retailer Chat Highlights, Retailer News Publications, as well as internal email announcements

    + Resolve retailer online Assistance Requests (ARs) when assigned by following departmental guidelines and business rules; qualify prospects for DISH Network service by building accounts and creating agreements using CSG/DISH Promo, EchoAdmin, and Interconnect credit files when required; support retailers in their efforts to acquire new subscriber acquisitions and in the maintenance of existing subscriber accounts

    + Responsible for replicating various web site and phone/tablet based application error messages and obtaining relevant screenshots to troubleshoot and partner with our User Acceptance Testing group to identify a resolution; demonstrate follow through on all outage reports to ensure problem resolution by creating and submitting a resolution ticket

    + Ensure one-call resolution & strives towards world-class customer service by exceeding expectations whenever possible

     

    Skills, Experience and Requirements

     

    This position is listed as Work From Home, but candidates must reside in the Denver area, as you would be required to come into the office on occasion.

    Education and Experience:

    + High school diploma or general education degree (GED); and one year of related experience, service industry preferred; and/or training

    + Fluent English required

    Skills and Qualifications:

    + Excellent written and verbal communication skills

    + Pleasant telephone personality

    + Strong organization skills

    + Detail oriented

    + Strong business integrity and work ethic

    + Able to proficiently handle multiple deadlines and/or tasks

    + Self-motivated

    + Ability to navigate and utilize multiple PC-based software platforms

    + Strong analytical and problem-solving skills

     

    Visa sponsorship not available for this role

     

    _Candidates must be willing to participate in at least one in-person on-site interview._

     

    Salary Ranges

     

    Compensation: $15.91/Hour - $22.74/Hour

     

    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.

     

    We are an Equal Opportunity/Affirmative Action employer and will consider all qualified applicants for employment without regard to race, color, religion, gender, pregnancy, sex, sexual orientation, gender identity, national origin, age, genetic information, protected veteran status, disability, or any other basis protected by local, state, or federal law. All qualified applicants with arrest or conviction records will be considered for employment in accordance with local, state, and federal law. U.S. Citizenship is required for certain positions. EEO is the law.

     

    At EchoStar, you have the right to request reasonable accommodations. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact [email protected]. This contact information is for accommodation requests only; you may not use this contact information to inquire about the status of an application.