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Company Summary
EchoStar has been reimagining the future of connectivity for more than 40 years. Our business reach spans satellite television service, live-streaming and on-demand programming, smart home installation services, mobile plans and products, and now we are building Americas First Smart Networkandtrade;.
Today, our brands include EchoStar, Hughes, DISH TV, Sling TV, Boost Infinite, Boost Mobile, DISH Wireless, OnTech and GenMobile. Department Summary
As a part of Customer Experience Operations (CXO), the Field Operations team is the voice of the company to our customers with a focus on resolving customer issues, preventing future problems, and promoting our services, while listening, connecting and caring for the customer through voice and chat interactions.
Job Duties and Responsibilities:
The Wireless Fraud Coach supervises a team of bilingual fraud care specialists. This team is tasked withidentifying, mitigating and preventing fraudulent activities related to new activations and existing customer upgrades and adding additional lines.This position is responsible for learning and developing in the three coaching skills sets:
Leadership
Directly supervise a team of specialists; responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems
Engage, teach, mentor, guide and develop employees
Prepare employees for career advancement opportunities
Facilitate team meetings to ensure effective communications and that all team members have the most current information available
Functional Expertise
Gather and implement feedback from agents to improve wireless processes
Receive, evaluate, research and resolve customer issues that have been elevated and require a higher level of expertise to ensure customer satisfaction
Analyze and communicate department results and implement strategies for continual improvement
During inbound and outbound calls with potential customers, use tools, inquisitive questions, and analysis to determine legitimacy of the order
Communicate with customers through both phone and email to complete validity of the customer order
Monitor customer accounts and transactions for any suspicious activities or patterns
Maintain detailed records of fraud incidents, investigations, and outcomes
Administrative
Skills, Experience and Requirements
Ability to work full-time on-site in our El Paso, TX location
Ability to navigate company communications and programs in English while speaking with customers in bothSpanishandEnglish
Willingness to work flexible schedules including weekends, holidays and evenings
Minimum of 2 years of experience in a call center environment preferably focused on fraud detection, risk management, or a
Administrative
Skills, Experience and Requirements
Ability to work full-time on-site in our El Paso, TX location
Ability to navigate company communications and programs in English while speaking with customers in bothSpanishandEnglish
Willingness to work flexible schedules including weekends, holidays and evenings
Minimum of 2 years of experience in a call center environment preferably focused on fraud detection, risk management, or a related field
Previous experience in a supervisory or leadership role preferred
Exp rtise in functional areas of the call center support environment
Must be able to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals
Write routine reports and correspondence
Speak effectively before groups of customers or employees of organization
Define problems, collect data, establish facts, and draw valid conclusions
::: section What is in it for you?
We encourage personal and professional growth by supporting you with all the tools to advance your career.
Salary Ranges
Compensation: $49,185.00/Year - $70,290.00/Year 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{rel="noopener" target="_blank"}.
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. :::
DISH endeavors to makehttp://careers.dish.comaccessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contactaccessibility@dish.com. This contact information is for accommodation requests only; you may not use this contact information to inquire about the status of applications.
We pride ourselves on developing and promoting talent as an Equal Employment Opportunity Employer - Veteran/Disability. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status. We are a true merit-based organization and work hard so there are no artificial barriers to one's potential success. DISH is committed to a workforce where everyone's opportunities are limitless.
Consistent with this commitment, DISH will endeavor to provide reasonable accommodation to otherwise qualified job applicants and employees with known physical or mental disabilities, unless doing so poses