Wireless Account Security Representative - Bilingual
Company: DISH
Location: El Paso
Posted on: September 29, 2024
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Job Description:
Company Summary
DISH, an EchoStar company, 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 America's First Smart
Network---.Today, our brands include EchoStar, Hughes, DISH TV,
Sling TV, Boost Mobile and Gen Mobile. -
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 Account Security Rep plays a crucial role in
mitigating and preventing fraudulent activities on Boost Mobile
member accounts by using tools and strategic questions to verify
the identity of callers who are unable to verify with a frontline
representative. The Wireless Account Security Rep also supports a
variety of transactions on accounts once identity verification is
passed. -Primary job duties include:Receiving inbound calls and
providing real-time support to membersUsing information and
guidance in tools to perform account verificationCompleting
transactions per the member's requestApplying customer service
skills to navigate challenging situationsParticipating in regular
calibration sessions and roundtable discussions with
stakeholdersDemonstrating a high level of integrity and
trustworthiness when working with sensitive and confidential
information
Skills, Experience and Requirements
Must be able to speak with customers in Spanish and EnglishA High
School diploma, GED, or equivalent call center experienceMinimum of
2 years of experience in one of the following: fraud prevention,
wireless telecommunications, or other call center experienceAbility
to analyze data, identify patterns, and recognize anomalies that
may indicate fraudulent activityIntermediate level of proficiency
in Microsoft Office and/or G-suite applicationsPosition is on-site
and employee must reside within drivable distanceStrong
interpersonal skills, including the ability to firmly but
respectfully communicate difficult messagesMust be flexible to
accommodate changing business requirementsWillingness to work
flexible schedules - pay differential of $2/hour applies to
weekends and eveningsLearns quickly when facing new situations,
makes the most out of available resourcesIs a self-starter with an
innate curiosity to explore and identify new process solutionsAble
to collaborate in a team environment and across other teams -What
is in it for you? -
Salary Ranges
Compensation: $21.57/Hour
Benefits
At Dish, we celebrate and embrace diversity and inclusion, where
all people are welcome and supported. - Learn more about how our
employees come together, share common interests and make valuable
connections, both in and out of work; . -From versatile health
perks to new career opportunities, check out our benefits on our .
-Candidates need to successfully complete a pre-employment screen,
which may include a drug test. -
Keywords: DISH, Las Cruces , Wireless Account Security Representative - Bilingual, Other , El Paso, New Mexico
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