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Bilingual Cantonese: Call Center - Become a Work-At-Home Customer Expe

Company: DISH
Location: Flushing
Posted on: January 23, 2018

Job Description:

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 9 U.S.-based Customer Experience Centers provide award-winning service to millions of customers throughout the nation. Customer 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.

Bilingual WAH Customer Experience Representatives are responsible for resolving customer issues, preventing future callbacks through amazing customer service and intuition into customer needs, and promoting the award-winning products (like the Hopper w/ Sling) and services (like PrimeTime AnyTime) while operating at maximum efficiency and with the utmost professional courtesy.Primary responsibilities fall within the following categories:Payments and Billing - accept payments by a variety of methods, offer self-serve payment solutions, explain charges and credits on the customer's bill, and resolve complex billing scenariosProduct features - assist customers with pay-per-view orders, change programming packages, equipment upgrades, and educate customers about the many features of DISH's award-winning productsSales - use a consultative approach to educate and offer existing customers additional programming, and promote products and services to enhance their DISH experienceAccurately respond to questions and assist customers (internal and external) with product features, installation, setup, and troubleshooting and hardware operations primarily via phoneSupports Tier 1 technical support and customer service phone support for external customersEssentialFunctions: A Bilingual WAH Customer Experience Representative performs the job duties and responsibilities above as well as the following essential job functions: Working flexible schedules including weekends, holidays, and eveningsRegular and predictable attendanceAbility 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 needsSkills - Experience and RequirementsA successful Bilingual WAH Customer Experience Representative will have the following:High School diploma, GED, or equivalent experienceSix-months of related customer service experience and/or training preferredProficiently utilize Windows OS (XP, 7, 8, 10) and internet search enginesStrong organizational, time management, and problem solving skillsExcellent written and oral communication skillsStrong sense of professionalism and active listening skillsAbility to problem solve and use resources on proprietary software/tools to understand and craft the right solution across varying customer needs, business rules, and processesAbility to work with minimal supervision in a remote locationBilingual proficiency-fluent in English and CantoneseMust be New York basedTechnical Requirements:Internet Minimum SpecificationsAt Home agents must meet and maintain the following requirements:Minimum 7 Mbps downloadMinimum 1 Mbps uploadInternet provider that's not fixed wireless or satelliteAll costs to meet and maintain these requirements, including repairs, Internet/ISP charges, and additional charges associated from their ISP are the responsibility of the At Home agent and are not reimbursed by DISH.

Data and Usage CapsDISH prefers that At Home agents do not have bandwidth or data cap on Internet usage (caps lower than 250GB are not recommended). At Home agents are responsible for managing their data usage in a way that does not impact ISP connectivity, and they will be responsible for paying any overage charges associated with exceeding a cap.

EquipmentAgents will receive the necessary At Home equipment on-site. At Home agents will be responsible for transporting and installing the equipment to their at-home location. Agents will receive a document to help install the equipment and will have the opportunity to connect the equipment onsite before going home.

ConnectivityAt Home agents are expected to have 99% uptime.

Home Environment and Work SpaceAgents must have a dedicated workspace at the home office (preferably a separate room) and must maintain the workspace in a safe condition, free from hazards and other dangers to people and equipment. Since At Home agents will assist DISH customers over the phone, personal disruptions, such as but not limited to children playing, dogs barking, loud music, and non-work-related phone calls will not be tolerated and may result in reassignment to an onsite agent role. Additionally, dependent care and other family obligations must not interfere with job duties.

DISH reserves the right to inspect At Home workspaces to ensure business requirements are met. At Home agents must agree and understand that such inspections are necessary to ensure continuity of DISH's business and excellent standards of customer service.

Team EnvironmentAt Home agents will be members of a larger virtual team, with support from a supervisor. There will be additional resources available such as team leads, help desk, and online tools. This is a structured environment and At Home agents will be provided a schedule they must adhere to.

On-site FrequencyInitial new hire training will be conducted on-site and last 13-15 weeks. After the new hire period, a minimum of one on-site workday per quarter will be required with additional days scheduled as needed.

Keywords: DISH, Philadelphia, Bilingual Cantonese: Call Center - Become a Work-At-Home Customer Expe, Other, Flushing, Pennsylvania

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