Retention Executive

As a Retention Executive at DISH, your primary responsibilities center around engaging with incoming customers and selling DISH and Boost Mobile products by assessing their needs and offering the best solutions. This role involves providing exceptional customer service, maintaining extensive product knowledge, managing time effectively during calls, and creating lasting customer relationships.

To qualify for the Retention Executive position at DISH, candidates must possess a high school diploma or GED. We are looking for individuals with strong communication skills, a competitive spirit, and a customer-focused mindset. Flexibility to work various shifts, including evenings and weekends, is also essential, as well as the ability to work full-time on-site from our Roseland location.

DISH offers a comprehensive paid training program for new Retention Executives, combining computer-based modules, instructor-led sessions, and hands-on activities. The robust mentorship program ensures a smooth transition into your role, allowing you to familiarize yourself with our products and sales techniques effectively.

At DISH, Retention Executives earn a base pay of $20.50 per hour along with uncapped commissions. While the first-year on-target earning is approximately $68,000, top performers frequently exceed six figures based on their sales success. The compensation structure is competitive and designed to reward your performance.

Retention Executives at DISH enjoy a variety of benefits that include health, dental, and vision insurance, a 401(K) plan with company match, flexible spending accounts, and tuition reimbursement for professional development. Other perks include complimentary DISH TV programming and discounts on Boost Mobile products, all contributing to a comprehensive benefits package.

When dealing with an upset customer, I would first listen actively to their concerns to understand the issue fully. It's vital to maintain empathy and ensure the customer feels heard. I would then reassure them that I am here to help, and I would refrain from taking any negative comments personally. From there, I'd assess their situation and offer tailored solutions, keeping a calm demeanor throughout the interaction.

To sell DISH products effectively, I would utilize consultative selling techniques by asking open-ended questions to understand the customer's needs better. I would highlight the unique benefits of our products, focusing on how they meet those needs while leveraging testimonials or success stories from other customers. Building trust would be essential in persuading them to consider an upgrade.

In a previous role, I was tasked with meeting a specific sales target within a quarter. I created a strategic action plan by identifying potential leads, reaching out consistently, and utilizing my product knowledge to upsell effectively. I tracked my progress weekly, which helped me stay focused and motivated, ultimately exceeding my target by 15% due to my proactive approach.

I would prioritize customer interactions by assessing urgency and the potential for resolution. For example, I would address customers with urgent needs or those at risk of churning first. I would also use CRM tools to keep track of ongoing issues and follow-up actions to ensure no customer is left unattended and maintain a smooth flow in customer service.

I would take the time to explain DISH's promotions in a clear and engaging manner, focusing on how the promotions align with the customer's interests or previous purchases. By using relatable examples, I could demonstrate the value this promotion brings to their household and directly connect it to their needs, ensuring they understand the benefits and making it easier for them to decide.

I am motivated by personal achievement and the opportunity to directly impact both my income and customer satisfaction. Set targets excite me, and I enjoy the challenge of exceeding them. Additionally, the potential for career advancement and recognition for my efforts in a supportive environment like DISH fuels my drive to perform at my best.

Working under pressure is part of a sales role, and I manage it by remaining organized and focused. I prioritize tasks, break them into manageable steps, and remind myself to maintain a positive attitude. This approach helps me think clearly, adapt quickly to changing situations, and maintain my sales effectiveness, even when things get busy.

Teamwork is crucial in a Sales and Retention environment as collaborating with colleagues can lead to shared insights and best practices. By supporting each other and sharing customer feedback, we can enhance our strategies and approaches. Communication within the team fosters a culture of continuous improvement, ultimately benefiting our sales performance and customer experience.

I view feedback as an invaluable tool for improvement. I would actively seek constructive criticism from my peers and supervisors and reflect on my performance regularly. By setting aside time to review customer interactions and analyze outcomes, I can identify areas for growth and implement necessary changes to enhance my skills and customer engagement.

I am drawn to the Retention Executive position at DISH because the company is not just reimagining connectivity but also prioritizes employee growth and success. I admire DISH’s commitment to providing innovative solutions while encouraging continuous learning and rewarding hard work. I believe my skills align well with this role, and I am excited about contributing to a dynamic team in a forward-thinking company.