On-the-Job Service Representative

On-the-Job Service Representative

DISH Network is an innovative industry leader distinguished by its pioneering spirit.  Ever since our establishment in 1980, we’ve been the ideal workplace for people with adventurous spirit and creativity, who are smart risk takers and aggressive winners - all those for whom the status quo just isn’t enough.   Our Fortune 200 Company continues to define the curve in television entertainment.  We are always improving and extending our products and delivering greater value to people, including our workforce of 25,000 plus.   Come explore the big picture with us!

OJT Service Representatives provide a real world experience to new CSR’s and TSR’s by linking knowledge from the classroom to the skills necessary to provide the customer with a positive experience.  OJT’s provide the necessary hands on experience in a comfortable learning environment that encourages new agents to practice skills learned within the new hire classroom environment.  When not assigned to a trainee, OJT’s also answer inbound technical and customer service calls relating to entertainment services and products, hardware systems/accessories, and customer service inquiries regarding technical support, billing, and general information requests. 

• Develops New Hire Agents
• Demonstrates live calls
• Practices role playing and calls with trainee
• Certifies new agents on call handling skills
• Performs hands on practice with new agent on equipment and computer software
• Provides floor support during the first weeks the trainee is on the floor
• Focuses on applying learning objectives from the classroom to the customer experience 
• Assists with the knowledge transfer during the on the job training process
• Conducts discussions on the new agent’s call performance and provide constructive feedback
• Works with a small group of agents to provide answers to questions, side by side monitoring
• Provides quality customer and technical service through one-call resolution and establishing long-term customer relationships
• Accurately responds to questions regarding billing and payments
• Assists customers with technical questions regarding installation, trouble shooting, and hardware operation
• Assists customer billing by accepting payments via credit card
• Assists Operations Department to determine call types to provide a higher level of customer service
• Accurately responds to questions and assist customers with product features, installation, setup, troubleshooting and hardware operations
• Other duties as required.  This list is not meant to be a comprehensive inventory of all duties and responsibilities assigned to this position.

• High School Diploma or equivalent
• CSR/TSR II/III
• CSR/TSR II must have 90 days in position 
• Must career path to CSR/TSR III within 6 months of becoming an OJT
• Ability to work various shifts, including weekends and holidays
• No observed Non-Negotiable or regular disciplinary actions in the last 90 days
• Call Center Metrics – must meet current metric goals