Web Chat Representative

### Job Title: Web Chat Representative
? *Company:** DISH Network
? *Location:** Chicago, Illinois, US...
? *Job Type:** Part-Time
? *Seniority Level:** Associate Level
? *Years of Experience Required:** 3

#### Job Overview:
DISH Network is seeking a dedicated and independent Web Chat Representative to join our Customer Service team in Chicago. This part-time position will allow you to engage with customers and help create a captivating online experience. The ideal candidate will possess a background in online customer support, with a proven ability to thoughtfully engage with customers and resolve their inquiries efficiently. We are looking for creative problem solvers with critical thinking skills who can stay composed in a fast-paced environment.

#### Responsibilities:
• **Customer Engagement:** Manage incoming web chat inquiries by providing timely, accurate, and respectful responses to customer questions and concerns. Utilize effective communication to create a positive experience.
• **Problem Solving:** Identify customer needs and issues quickly, applying critical thinking to propose effective solutions. Troubleshoot technical or service-related problems and guide customers to appropriate resources.
• **Product Knowledge:** Maintain a deep understanding of DISH Network's products, services, and offerings to address inquiries with confidence and accuracy. Stay updated on new products and promotions to share with customers.
• **Documentation:** Accurately document customer interactions, inquiries, and resolutions in the customer relationship management (CRM) system. Capture relevant details and follow up as necessary to ensure customer satisfaction.
• **Team Collaboration:** Collaborate with team members and other departments to relay customer feedback and experiences, contributing to ongoing improvements in customer service strategies.
• **Performance Metrics:** Strive to meet and exceed service level agreements (SLAs) and individual performance goals, focusing on customer satisfaction rates, response times, and issue resolution times.
• **Adaptability:** Demonstrate flexibility in adapting to changing customer needs, product updates, and business objectives while maintaining high levels of service quality.
• **Training Participation:** Attend training sessions and participate in professional development initiatives to enhance customer service skills and product knowledge.

#### Requirements:
• **Education:** High school diploma or equivalent; a bachelor?s degree is advantageous but not mandatory.
• **Experience:** Minimum of 3 years of experience in a customer service or support role, ideally in a web chat or online support environment.
• **Technical Skills:** Proficient in using chat platforms, CRM software, and other customer service tools. Familiarity with Microsoft Office Suite and basic troubleshooting of computer software/hardware.
• **Personality Traits:**
• **Independent:** Ability to work autonomously and inspire confidence amongst team members and customers alike.
• **Dedicated:** A commitment to customer satisfaction and continuous improvement in service delivery.
• **Soft Skills:**
• **Creativity:** Capable of thinking outside the box to generate innovative solutions for customer challenges.
• **Critical Thinking:** Ability to analyze situations effectively and make sound decisions based on available information.
• **Availability:** Flexible schedule required, with potential shifts in evenings and weekends.
• **Language:** Proficiency in English; bilingual skills are a plus.

#### Benefits:
• Visa sponsorship for eligible candidates.
• Profit-sharing opportunities.
• Ongoing training and professional development resources.
• A flexible working environment that adapts quickly to changes, supporting both personal and professional growth.

#### Application Deadline:
Please submit your application by **October 5, 2024**.

#### Equal Opportunity Statement:
DISH Network is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, veteran status, disability, sexual orientation, gender identity, or any other characteristic protected by law.

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