Customer Experience Specialist - Boost Mobile

Company Summary
EchoStar is reimagining the future of connectivity. Our business reach spans satellite television service, live-streaming and on-demand programming, smart home installation services, mobile plans and products.
Today, our brands include Boost Mobile, DISH TV, Gen Mobile, Hughes and Sling TV.
Department Summary
Our Retail Wireless team, serving our Boost Mobile and Gen Mobile brands, is redefining consumer expectations through new platforms, new business models and new ways of thinking. Equipped with a first-of-its-kind 5G network, a passion for change and the power to drive it, we'll emerge as the nation's fourth facilities-based wireless carrier and a disruptive force in the market at large.
Job Duties and Responsibilities
Key Responsibilities:

• Mystery Shop Completion: Conduct mystery shops visits & calls across designated regions to evaluate customer service, sales techniques, product presentation, and store operations; perform mystery shops as needed for additional project assignments within the business
• Program Execution: Execute and manage multiple programs aimed at improving customer experience, retail operations, sales performance, and other key business functions across wireless retail locations; this includes executing the GREAT Mystery Shopper Program to assess and drive improvements
• Mystery Shopper Program Oversight: Coordinate mystery shopping visits to wireless retail locations; ensure accurate evaluations of customer service, sales techniques, and overall store performance; analyze mystery shop reports to identify strengths, weaknesses, and areas for improvement
• Manage and resolve customer escalations, including FCC, BBB, and Attorney General complaints, by collaborating with field sales teams and leadership to ensure timely closure and satisfactory resolutions
• Customer Experience Improvement: Work closely with cross-functional teams to evaluate and enhance customer service processes, training programs, and sales strategies based on insights from mystery shops and other program data; provide actionable insights for enhancing the customer experience across retail locations
• Cross-Functional Collaboration: Collaborate with teams in sales, marketing, operations, training,operations and customer service to ensure alignment and execution of programs that improve both customer satisfaction and store performance
• Monitor Program Performance: Track and analyze key performance indicators (KPIs) related to customer experience, sales results, and operational efficiency; provide regular updates and detailed reports on program outcomes, including findings from mystery shop assessments
• Develop Actionable Insights: Identify trends and opportunities for program improvement, presenting actionable steps to leadership for continuous business improvement
• Leadership and Training: Lead training and development initiatives to ensure staff members are equipped with the tools and knowledge to deliver exceptional customer service and meet sales targets; provide ongoing coaching and support to enhance employee performance
• Implement Best Practices: Develop and implement best practices for wireless retail operations, ensuring consistency and alignment with company goals and objectives. Incorporate mystery shop feedback into the development of these practices
• Evaluate Retail Operations: Conduct regular assessments of retail locations to ensure compliance with brand standards, promotional guidelines, and operational procedures; mystery shop findings will be integral in identifying areas for improvement and implementing solutions
• Oversee Projects: Manage additional strategic projects related to customer service, sales optimization, and operational efficiency, ensuring successful execution and delivery of business objectives
• Report Findings and Improvements: Provide regular updates and comprehensive reports to leadership teams, detailing the results of program initiatives, mystery shop feedback, and recommended steps for continuous improvement
• Drive Business Results: Work with leadership to analyze customer feedback and sales data, including mystery shop evaluations, to drive actionable changes that improve overall store performance and contribute to business growth

Skills, Experience and Requirements
Education and Experience:

• Bachelor's degree in Business Administration, Project Management, or related field

Skills and Qualifications:

• Strong Leadership Proven experience in managing complex programs and projects with cross-functional teams; ability to lead, motivate, and influence teams to achieve business goals
• Excellent Communication: Strong verbal and written communication skills, with the ability to present findings, provide actionable recommendations, and collaborate effectively with internal stakeholders
• Customer-Centric Mindset: A deep understanding of customer experience metrics and a passion for creating and optimizing customer-facing solutions
• Retail Operations Knowledge: Extensive experience in wireless retail or similar consumer-facing industries, with a focus on operations, sales, and customer experience improvement
• Analytical Skills: Strong ability to analyze data, identify trends, and provide data-driven recommendations to improve business results, including analyzing mystery shop evaluations
• Project Management: Ability to juggle multiple programs and projects, ensuring timely and successful completion within scope and budget
• Time Management: Strong organizational and time management skills to meet deadlines and ensure efficient execution of initiatives
• Tech-Savvy: Comfortable using technology and software tools to track programs, report findings, and communicate effectively with teams
• Problem-Solving: Creative and resourceful when addressing business challenges, with a track record of driving impactful solutions that improve operational and customer outcomes
• Retail Staff Training Experience: Ability to design and lead training programs to enhance sales techniques, product knowledge, and customer service in retail environments
• Experience with Mystery Shop Programs: Familiarity with managing or overseeing mystery shop programs, conducting mystery shops, analyzing mystery shop results, and implementing improvements based on findings

Visa sponsorship not available for this role
Salary Ranges
Compensation: $63,150.00/Year - $90,200.00/Year
Benefits
We 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. Our company is committed to fostering an inclusive and equitable workplace where every individual has the opportunity to succeed. We are dedicated to providing individuals with criminal or arrest records a fair chance of employment in accordance with local, state, and federal laws.
The posting will be active for a minimum of 3 days. The active posting will continue to extend by 3 days until the position is filled.