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28 days ago

Satellite TV Technician/Installer

DISH Fishersville, VA

DISH supports more than 150 DISH In-Home Services offices that deliver DISH products and services to customers across the country. The IHS… DISH


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DISH Director, President and CEO Joseph Clayton
Joseph Clayton
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  1. 3 people found this helpful  

    Going on 3 years.

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Current Employee - Advanced Technical Support Representative in Bluefield, WV
    Current Employee - Advanced Technical Support Representative in Bluefield, WV

    I have been working at DISH full-time (more than an year)

    Pros

    The best thing about working at Dish is the opportunity to meet and speak with many different people. I enjoy speaking with customers and helping them. I am a people person and I love getting to know different customers and learning about them. Same goes for my coworkers, I have fun with my fellow employees and there are so many people to meet! The specific center I am employed at has a fun, laid back, and family like environment. Training is good, there are weekly trainings you take on your computer to keep you updated on any changes or important information. You get 80 hours off paid time off to start, which, for me is just fine to start, its better than what I've had at previous companies. Pay is the best I personally have ever had. Plenty of opportunities to get pay for performance, which for customer service agents is amazing!! I'm jealous that I don't get the same opportunity.

    Cons

    First off, You have to be a patient person! This job will stress you out beyond belief if you can't be patient or if you take things (customer interactions) personally. Pay for performance for advanced technical reps is ridiculous. Highest payout advanced tech reps can get is 15% of a paycheck, which by the way you can only get with ridiculously amazing and hard to get to stats, versus customer service's 50%. I've heard the excuse "We are trying to get CSR to perform better and advance tech already performs at a high level. We can't afford to pay every advance tech 50%." We work our butts off to stay above average and we get no reward. So yes, let's pay the employees that aren't giving an above average performance more money!!! That makes great sense... Anyways, I am finished with that rant. Moving on, the only other con about this job is the sick days and trying to get paid time off. Putting in for a paid day off can only be done if the day is available. Which means based on how many other people have already asked for that day off. They only let you put it in 90 days in advanced which means if someone has already asked for it you won't get it. And if you realized 2 weeks beforehand then someone has definitely already gotten the day. I end up with plenty of hours at the end of the year because I can never get it approved. Sicks days have changed to 5 years.... 5 years before I can get any sick days and this was changed like 2 months from my two year mark so I am especially not happy with this.

    Advice to ManagementAdvice

    The technical aspect of new hire training needs to be improved. I feel like the technical part of training is just thrown at the new employees to which most of them have no idea about any of it. Hardly any customer service reps can successfully resolve a simple technical call and that's because they DONT UNDERSTAND IT. You just tell them to follow portal and have them read things but that doesn't help, if you don't understand how these things work then you aren't going to efficiently resolve the issue and end up transferring a simple issue to advanced tech, who in turn will fix the problem in 1\3 of the time and result in the customer thinking the original agent was incompetent. I don't like getting these transfers because I know if they were properly trained the customer wouldn't be thinking that. Either train csr's well enough for them to understand it or cut out the middle man. It saves a lot of time (which is money) and prevents customer frustration.

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