What are the responsibilities and job description for the CXO Trainer position at DISH?
Department Summary:
DISH is a Fortune 250 company with more than $14 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 DISH satellite TV service, taking on some of the largest U.S. 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.
Job Duties and Responsibilities:
A Customer Service Trainer (CXO Trainer) is someone who embodies the core values of CXO Training, Quality and Support. These core values of People, Process, Product and Performance encompass everything we believe in as an organization. Trainers exemplify these by empowering our employees to build our future through determined focus on facilitation, creating a safe learning environment, knowledge transfer, transparency, and collaborative partnerships. A CXO Trainer follows our training process by using systems to make strategic decisions, future proof our solutions and solve problems that matter. The CXO Training Organization aims to create, enhance, and maintain excellent products, services and data while continuously increasing engagement. We take pride in our work and our performance, set measurable goals and define success by the value we create for our internal and external customers.
CXO Trainers are asked to demonstrate these skills by training newly hired DISH employees, as well as tenured employees, facilitating career-advancing classes, weekly refresher training, business update training, and supporting multiple business units through additional projects. Trainers act as leaders and also are a knowledge resource or subject matter expert to support the business units and agents on the floor.
A CXO Trainer's mission is to prepare, support, and empower CXO agents and support staff to create superior customer experiences. Each CXO Trainer will be subject to rotation through the various schedules and job duties dependent upon business needs. Primary responsibilities are described in the following categories:
Training Functions:
Team Development:
Support Functions:
A successful Trainer will have the following:
We also 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
Salary Range: USD $49700.00 - $71000.00 / Year
DISH is a Fortune 250 company with more than $14 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 DISH satellite TV service, taking on some of the largest U.S. 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.
Job Duties and Responsibilities:
A Customer Service Trainer (CXO Trainer) is someone who embodies the core values of CXO Training, Quality and Support. These core values of People, Process, Product and Performance encompass everything we believe in as an organization. Trainers exemplify these by empowering our employees to build our future through determined focus on facilitation, creating a safe learning environment, knowledge transfer, transparency, and collaborative partnerships. A CXO Trainer follows our training process by using systems to make strategic decisions, future proof our solutions and solve problems that matter. The CXO Training Organization aims to create, enhance, and maintain excellent products, services and data while continuously increasing engagement. We take pride in our work and our performance, set measurable goals and define success by the value we create for our internal and external customers.
CXO Trainers are asked to demonstrate these skills by training newly hired DISH employees, as well as tenured employees, facilitating career-advancing classes, weekly refresher training, business update training, and supporting multiple business units through additional projects. Trainers act as leaders and also are a knowledge resource or subject matter expert to support the business units and agents on the floor.
A CXO Trainer's mission is to prepare, support, and empower CXO agents and support staff to create superior customer experiences. Each CXO Trainer will be subject to rotation through the various schedules and job duties dependent upon business needs. Primary responsibilities are described in the following categories:
Training Functions:
- Conduct employee training covering specified areas such as onboarding, refresher training, career advancement training, etc.
- Conduct training in person when necessary
- Conduct virtual training when in person is not necessary
- Maintains safe and healthy training environment by following organization standards and legal regulations
- Communicate and collaborate with management to identify training needs
- Test and review created materials
- Provides feedback and updates to training creation for review
- Maintain trainee personnel records
Team Development:
- Complete call evaluations to help develop agent skill set
- Properly analyze and communicate performance results
- Provide feedback to supervisors in cases where agent development is needed
Support Functions:
- Support new hire agents to help learn and adapt new skills
- Support frontline level customers calls to ensure personal proficiency in skills
- Support training and/or call center operations team on business unit projects
The vision for a successful CXO Trainer trainer is to drive DISH to be #1 in customer experience through a culture of learning as described in the following categories:
- Customer focus – Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect
- Time management – Uses their time effectively and efficiently; values time; concentrates their efforts on more important priorities; gets more done in less time
- Approachable – Is easy to approach and talk to; spends the extra effort to put others at ease; can be warm, pleasant, and gracious; is sensitive to and patient with the interpersonal anxieties of others, builds rapport well; is a good listener; is an early knower, getting informal and incomplete information in time to do something about it
- Learning on the fly – Learns quickly when facing new problems; a relentless and versatile learner; open to change; analyzes both successes and failures for clues to improvement; experiments and will try anything to find solutions; enjoys the challenge of unfamiliar tasks; quickly grasps the essence and the underlying structure of anything
- Presentation skills – Is effective in a variety of formal presentation settings: one-on-one, small and large groups, with peers, direct reports and bosses, both in a brick-and-mortar and virtual environment; is effective both inside and outside the organization; commands attention and can manage group process during the presentation; can change tactics midstream when something isn't working
A successful Trainer will have the following:
- Bachelor's degree from four-year college or university preferred; and one year of related experience and/or training; or equivalent combination of education and experience.
- Above average competence in call requirements and sustained quality on the phones
- Strong analytical and decision making abilities
- Ability to apply common sense and understanding to carry out instructions furnished in written, oral, or diagram form
- Intermediate proficiency in G-Suite
- Ability to deal with problems involving several concrete variables in standardized situations
- Some domestic travel may be required
- Must be a level 4 employee or higher
Pathfinder Qualifications:
- No final consultations within 90 days of date of application
- Employees with workplace relationships must not work in the same management chain
- Maximum of 5 active Pathfinder applications at once
- Favorable PA score
- Supervisor supports your application
- Hourly employees in position for 6 months: SE employees 1 year
We also 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
Salary Range: USD $49700.00 - $71000.00 / Year
Salary : $14 - $49,700
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