Workforce Management Analyst

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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

Our Sales teams advocate for our products and the customers they serve. We've built a loyal customer base by selling consumers, retailers, affiliate partners, distributors and industry stakeholders on the DISH brands with authenticity. The sales department is critical to driving demand and creating strategic partnerships across the industry.

Job Duties and Responsibilities

This position is hybrid, therefore candidates must reside in the Denver area, as you would be required to come into the office one week per month.

Key Responsibilities:

• Conducts incentive payment and charge back research, explains why an account or receiver did/did not pay as intended, why a payment charge back may have occurred, and what needs to happen to ensure proper payment
• Partners with local retailers, clarifies web site access and content download instructions, consumer and prospect qualification requirements, retailer business rules, retailer agreement terms, new and existing customer promotional programs, and much more; takes a genuine interest in teaching our local retailers how to be successful while utilizing the tools available to them
• Stays fully informed about all company products, services, programming, equipment, internal web site intranets (Sellers Hub, DISH Portal, Community, etc.), Retailer Chat Highlights, Retailer News Publications, as well as internal email announcements
• Resolves retailer online Assistance Requests (ARs) when assigned by following departmental guidelines and business rules; qualifies prospects for DISH Network service by building accounts and creating agreements using CSG/DISH Promo, EchoAdmin, and Interconnect credit files when required; supports retailers in their efforts to acquire new subscriber acquisitions and in the maintenance of existing subscriber accounts
• Responsible for replicating various web site and phone/tablet based application error messages and obtaining relevant screenshots to troubleshoot and partner with our User Acceptance Testing group to identify a resolution; demonstrates follow through on all outage reports to ensure problem resolution by creating and submitting a resolution ticket
• Ensures one-call resolution & strives towards world-class customer service by exceeding expectations whenever possible

Skills, Experience and Requirements

Education and Experience :

• High school diploma or general education degree (GED); and one year of related experience, service industry preferred; and/or training

Skills and Qualifications:

• Fluent English required
• Excellent written and verbal communication skills
• Pleasant telephone personality
• Strong organization skills
• Detail oriented
• Strong business integrity and work ethic
• Able to proficiently handle multiple deadlines and/or tasks
• Self-motivated
• Ability to navigate and utilize multiple PC-based software platforms
• Strong analytical and problem-solving skills

Salary Ranges

Compensation: $15.91/Hour - $24.03/Hour
Benefits

We 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 .

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.

The posting will be active for a minimum of 3 days. The active posting will continue to extend by 3 days until the position is filled.

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