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Manager - Customer Service at Hughes Network Systems in Gaithersburg, Maryland

Posted in Other 30+ days ago.

Type: Full Time





Job Description:

EchoStar Corporation (NASDAQ: SATS) headquartered in Englewood, CO, with additional locations world-wide, is a premier global provider of satellite solutions and technology services. Together with its major subsidiaries-EchoStar Satellite Services and Hughes Network Systems- EchoStar offers employees the opportunity to explore the boundaries of what's possible in the fields of engineering and the business functions transforming this engineering into revenue.

Hughes Network Systems has an exciting opportunity for a Senior Manager II - Customer Experience. This position, located at our Gaithersburg, MD office and focuses on Customer Experience escalation practices, designed to identify problem trends driving the resolution back to the source. This role involves interactionswith engineering, customer care, billing, systems design and quality control and is highly skilled in making decisions based on the available facts and solid judgement. It involves day-to-day task support extending to process improvements design and management.

Responsibilities:
- Directs, administers and coordinates functions of the Executive Customer Care Customer Experience organization.
- Elicits fair, customer-oriented solutions to escalations based on historical system facts and the customers' experience.
- Directs the resolution of escalated support problems efficiently while maintaining communication lines in multiple directions, between internal and external customers
- Improves customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results.
- Ensures that approved policies and objectives are clearly understood and effectively applied in assigned areas of responsibility.
- Assists in the recruitment, selection, training, and development of personnel.
- Maximizes customer operational performance by providing help desk resources and technical advice; resolving problems; disseminating advisories, warnings, and new techniques; detecting and diagnosing network problems.
Basic Requirements:
- Bachelor's degree in Business
- 15+ years of experience in customer care.
Preferred Qualifications
- Excellent management, organizational, leadership and training skills.
- Superior business writing and analysis skills
- Ability to coordinate, control and organize multiple functions and activities.
- Fosters a collaborative work environment

EchoStar and its Affiliated Companies are committed to hiring and retaining a diverse workforce. We are an Equal Opportunity/Affirmative Action employer and will consider all qualified applicants for employment without regard to race, color, religion, gender, pregnancy, sex, sexual orientation, gender identity, national origin, age, genetic information, protected veteran status, disability, or any other basis protected by local, state, or federal law. U.S. Citizenship is required for certain positions. EEO is the law..