Customer Retention - Case Management Representative - Reloca

Dish Network
Washington, DC
Mar 14, 2018
Mar 15, 2018
Full Time
SummaryEmployer is a Fortune 200 company with more than $15 billion in annual revenue that continues to redefine the communications industry. Our legacy is innovation and a willingness to challenge the status quo, including reinventing ourselves. We disrupted the pay-TV industry in the mid-90s with the launch of the Employer satellite TV service, taking on some of the largest US corporations in the process, and grew to be the fourth-largest pay-TV provider. We are doing it again with the first live, internet-delivered TV service Sling TV that bucks traditional pay-TV norms and gives consumers a truly new way to access and watch television. Now we have our sights set on upending the wireless industry and unseating the entrenched incumbent carriers. We are driven by curiosity, pride, adventure, and a desire to win it s in our DNA. We re looking for people with boundless energy, intelligence, and an overwhelming need to achieve to join our team as we embark on the next chapter of our story. Opportunity is here. We are Employer. Job Duties and Responsibilities Over the past 30 years, Employer Network has built a talented group of leaders and support teams at its corporate headquarters in Englewood, Colorado. As the company continues to develop, offering new products and services to an increasing customer base, it looks to recruit outstanding candidates capable of turning ideas and strategies into world-class results. This is a corporate level, case management customer service positions that receives highly escalated issues from a variety of avenues, including, but not limited to: State Attorney General and Better Business Bureau offices, the FCC, Employer Network executives and customers. Corporate case managers are responsible for assisting customers on a wide range of topics including billing, contract disputes, product features, and resolving customer concerns in general. The job requires the ability to problem solve, extensive knowledge of Employer Network products and policies, and the ability to compose well-written response letters or executive level summaries. Corporate case managers are at the highest-level customer service position at Employer Network. The expectations for the job are not only to resolve customer concerns, but to generate business ideas or proposals to make a positive impact on the company. Primary responsibilities will fall into the following categories:Contacting Employer Network customers by phone or with written correspondence to resolve their issue.Maintaining departmental service levels and resolving all customer concerns in a timely manner.Problem-solving cases and trends in escalations received and generating ideas to help reduce escalations.Identifying opportunities within escalations and validating if a process or policy needs to be changed or adjusted.Working with internal departments to investigate complaints that are received to ensure we re not only resolving the escalation, but preventing future escalations.Skills - Experience and RequirementsA successful Case Management Representative will have the following: The ability to multi-task, be organized and be a self-starter, demonstrating excellent project management skills. The ability to learn quickly, prioritize and work under pressure, adapting to a rapidly changing environment and demonstrating a sense of urgency. The ability to draft professional customer letters and emails. The ability to problem-solve difficult customer complaints. The ability to interact with internal departments, upper management and other groups in order to identify long-term solutions. A bachelor s degree (preferred but not required) and two years customer service experience

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