Job Description

Department Summary:
DISH is a Fortune 250 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 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 also pioneered the first live, internet-delivered TV service \xe2\x80\x93 Sling TV \xe2\x80\x93 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 \xe2\x80\x93 it\xe2\x80\x99s in our DNA. We\xe2\x80\x99re 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 DISH. Job Duties and Responsibilities:
Social Media Associate will engage publicly through Social Media and represent all DISH brands adapting the tone per unique brand guidelines. Experts will respond to customer service inquiries regarding technical, services, products, hardware systems/accessories, and general information requests. Partnering with care agents on PM/DM handoffs to ensure a streamlined customer experience. Experts will share insights and identify trends with stakeholders for process, tool, and resource improvement. Primary responsibilities fall into the following categories:

• Respond to care messages on Social Media platforms (Facebook, Twitter, Instagram, etc.)-delivering Best-In-Class customer support and brand engagement
• Explore creative ways to successfully drive customer engagement which will lead to improved customer experience
• Manage a caseload, complete follow-ups, and achieve operational metrics
• Adhere to standard work processes and contribute to building efficiencies and defining improvements when possible, focusing on constant improvement and a value-based approach
• Understand how Social Care, Brand Engagement, Marketing, PR and Communication partner together
• Share feedback regularly with social analysts and management to ensure a cohesive customer experience
• Provide suggestions/recommendations for improvement to tools, Flows, Knowledge, and processes

Skills, Experience and Requirements:
A successful Social Media Specialist will have the following:

• Customer service experience, including experience deescalating situations while maintaining a positive and professional attitude
• Demonstrated ability to find solutions to complex situations by using resources
• Experience identifying problems and gaps in the customer experience
• Computer navigation and typing proficiency
• Strong reading comprehension and written and verbal communication skills
• Experience using social platforms (forums, Facebook, twitter etc.) at a personal/professional level and well-versed in current trends and changes
• Ability to operate independently without supervision as well as work in a team environment
• Ability to achieve great results while working with ambiguous scopes, constantly changing priorities, and adjustments to brand voice and expectations
• Bachelor\'s degree in a relevant field such as English, Marketing, Journalism, Communications or possess at least three years of experience and knowledge of specific industry and job-related skills
• Bi-lingual in Spanish and English
• Available to work an evening and weekend schedule (likely 1-10 p.m. MT)

Benefits:
From versatile health perks to new career opportunities, check out our benefits on our careers website.


Candidates need to successfully complete a pre-employment screen, which may include a drug test. Salary Range: USD $51100.00 - $73000.00 / Year