Coach - Wireless Fraud Care Specialists

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 America's First Smart Network™.

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.

• 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
• Represent the company values as a leader at all times

• 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
• Ensure adequate standards are met for attendance, payroll, performance documentation and other employment paperwork/entries
• Effectively manage time and balances multiple tasks

• Ability to work full-time on-site in our Chandler, AZ location
• 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
• Expertise 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

• Extensive Benefits Package
  • 330 free channels including premiums
  • $5 monthly Sling Blue and Orange service
  • $10 credit per line (up to 5) for Boost Infinite wireless
  • Medical, Dental, Vision Insurance
  • Paid vacation and sick time
  • 401(k) Investments with Company-matched funds
  • Tuition reimbursement
  • Heavily discounted DISH, Sling, & Boost Infinite Service
• Opportunity is our greatest benefit
  • Grow with us and be among the first to help us disrupt the wireless industry
  • Our representatives are built to work hard and rise and this role is a stepping stone into many other potential opportunities available within the company. We offer defined career ladders and extensive opportunity for upward mobility.