Overall Reviews at DISH
Retention Representative | Roseland, NJ | Feb 20, 2019
Proceed with caution
Highly stressful environment (typical call center) and can end being super micro managed. 95% of the customers are rude and disrespectful. Very difficult at time to balance the metrics for commission. It's like the cartoon where something springs a leak... You plug that hole another leak springs and so on.
There's a slick routing system to where if your numbers falter, you're placed in a pit of h*ll to deal with the bottom of the barrel customers. Very counter productive. So the "better" agents get the majority of the gimme calls whereas the lower end agents get the calls that are very difficult to work with. Shouldn't this work in the opposite direction?? Give the superstars the harder work since they are so GREAT. Even the change in promotional incentives get worse. They barely save the customers off the bill or you resort to giving high credit to them which can highly tamper with your potential commission.
Implemented 3 different levels for reps with base pay and potential weekly bonuses. Beware though, if you don't make it to level 2 or 3, you're actually getting a demotion. You get an exciting $20 a week extra but they take monies away from the commission plan to where you're losing on average $60-80 or more a week in pay!! How is that helpful?
Very good at selling these changes as if they are to benefit you, but it's all smoke and mirrors to save them money. Not to help you. Either they think people are too stupid to realize what they're doing or they just don'...more
ProsFree lunch on occasion and good deals on satellite and streaming tv svcs
ConsToo many to list, Look up (except I left out salary. Most of the time you're pay will fluctuate based on performance.)
Technician | Jonesboro, AR | Jul 22, 2019
Poor management; liitle advancement
I hired in October 2018. Hiring process was fair enough, they do a good job of calling you back and coordinating with you, however it's all done through corporate, not your local office. I was the youngest guy in our office (18 at the time) and was fresh out of high school. When you get hired in, you do 4 weeks of training. 2 weeks at an out of state training facility, and 2 weeks working with another tech at your home office. Training was fine, and they do a decent job of telling you what to do and how to do it. The real problems start when you go out on your own. At first, the managers will go easy on you since you're new, but after that 1 month period of being on your own kicks in, they expect you to perform on par with the seasoned veterans that have been there a while. It doesn't help that you are a glorified travelling salesman either. At EVERY job you are REQUIRED to bring in a massive 40 pound bag of "Smart home services", a unique way of disguising the fact that it's a bunch of overpriced tech products that people can just run down to their local Walmart and get half priced than what we sold them for. On top of that, we were encouraged in training and by our managers to LIE to the customer like a used car salesman, all just to make a sale. We were REQUIRED to sell something on every job we went to, the mother-lode being a 5.1 surround sound system costing over $500, and if we didn't make that sale, we would get lectured every time came back to the office to unload ou...more
Satellite Installer | Chesterfield, VA | Jul 3, 2018
Just depends on what you want
Work starts at 7:10 AM in which you are given a van with equipment already on the van. The issue with this is you have to hope everything you need is on your van from the person previously using it the day before. You are give a Samsung S8+ as your work phone to see where and what customers you have on your route which changes like 4x throughout the day. You can never predict how long you have to work on any given day. They do have a very high turn over rate so if your new your slow so plenty of hours and once you get better they add more work to balance it. Since there is a high turn over rate be ready to start working five days instead of four. Lots of crawlspace work which is not really all to bad. Ladders work is a must but usually only with a 16 ft ladder on occasion 28 ft, 32 ft, or 40 ft may have to be use to install dish. It is a very hands on learning process there is just a lot you learn as you go. The Metrics are okay, but can get very stressful if you are looking for a raise that is obtainable. You are also a salesman so once you are done wiggling through a muddy crawlspace be expected to clean up and start demoing products as soon as you are done. Since DISH is also the cheapest cable be prepared for some undesirable areas such as crack houses and so forth. Nothing better then arriving to a home with no doors and the cable line is fed through broken windows. The management was great and friendly though had no issues there. Also be prepared to dig trenches if...more
ProsGood way to get your foot into cable tech positions, Management, Short on staff so very hard to get fired.
ConsTime off is very low, Sketchy areas, Work hours, Low pay for the type of job, Metrics, Overwhelming list of things to meet (Sales and such).
Commercial Real Estate Agent | Bluefield, WV | Sep 4, 2019
Productive and fun work place with game room
The best part of working at DISH Network was the amount of training that was poured into making you successful as an agent. The amount of role-play, practice calls, and education in the classroom really helped to reinforce the skills and potential that one has locked inside themselves.
Once you get out to the floor, you sit with an on-the-job trainer and listen to them take calls. Eventually you are required to take one call yourself, but they're with you every step of the way to make sure you succeed. As time goes on you'll be required to take more calls alongside the OTJ trainer until you're consistently taking calls with little to no help. It's at this point you're moved to nesting, which is you coming in and taking calls, for 6 of your 8 hours shift. This process is the same. You take calls, and if you need help, you chat with OTJ trainers in a chat, or raise your hand if you need assistance, but it's by this point you rarely need help unless the situation is something completely random. The point of this process, is to learn your strengths and weaknesses as an agent.
After four weeks of nesting, you meet your coach and eventually move to sitting with your assigned team. You're required to take calls, alongside having 1 on 1's with your coach and team lead every week. These are to educate you on what you're doing right, and what you need to improve on.
The entire job is pretty laid back, though there can be some stressful times, especially if there's a mandatory ...more
Senior Field Technician | Gilbert, AZ | Jul 18, 2019
It's not a viable career choice at all
I worked here for a little over a year, got to tech 3 and got a pretty good feel for the overall job and culture. The problem isn't just the terrible management or the overall quality of the job. The actual problem is that the company had this idea that they were going to be able to survive the IOT. They didn't. This company is largely on it's way out and there will be no future for you working here. Right now they are getting all the Technicians to try and sell things that people don't need or want while you are there doing an install. If you don't sell enough you get fired. I never had a problem with the selling but after selling over 3000 dollars a month in garbage people didn't need and told that I had to do better without any kind of pay incentive or motivation I was over it. I got hurt and was an encouraged to resign by the management. The second I got hurt everyone turned against me and acted like I was some kind of criminal but, I don't care. I just really hope no one else goes to work here because the culture is stagnant and the managers are desperate to keep their jobs. If you want a reference point they just promoted a guy who would literally lose his mind over anything that happened and stress out the entire office. Now he is going to spread the problem to even more offices. The mid level guys weren't bad people except Cupples that guy would sell his own family if he thought it would help him keep his do nothing position. My experience is not represent...more
Senior Technical Support | Phoenix, AZ | Mar 21, 2019
Typical Call Center
Dish claims to care about customer service but what they really seem to care about is "happy talk". I've had many customers compliment me on resolving their issues quickly and efficiently, but because I don't do the "got any plans for the weekend?" thing with customers, I'm not a considered a good agent. As in most large call centers, metrics are the be all and end all. I have seen countless agents refuse to set up service calls for customers because doing so negatively impacts their metrics. The system is designed to promote those that are chatty and unhelpful, which means that many of the coaches have that mind set: that it's better to talk with a customer about the weather than actually resolving their issues.
During a typical 40 hour week, you spend about 38 or 39 of those hours on the phone, with about 30 minutes spent with your coach, a 20 minute team meeting and about 15-30 minutes of computer based training, every other minute is spent on the phone. Some people thrive in highly structured work settings like this, but it's easy to quickly burn out when taking call after call, with literally not even a second between calls all day long.
Advancement is based purely on metrics, even if you are applying for a completely different type of job. For example I applied for many non-customer service type jobs and even though my coaches said my work and skills were outstanding, my metrics did not allow me to change positions to jobs that were more suitable to my skill...more
ProsFree Dish service
Conspoor working conditions and poor advancement possibilities
Account Executive | Tulsa, OK | Jan 8, 2020
Everything That Glitters Isn't Gold
This place chews people up and spits them out. Sure what they claim as far as salary potential is true if you make it a year and chances are you won't. 80% of employees won't make it past the first year and Tulsa had a 100% attrition rate. Not sure how you can have 100% attrition but that's what we were told when the regional manager asked for feedback on how this is the case. I think they only give this bonus during training they claim so they can keep claiming the average earnings in you first year cause if you make it 1 month they can then average what you would have made over the year. They promote favorites who have no business supervising then they sit on Facebook or outside smoking while they message you all day about why your productivity is so low when it isn't or tell you why isn't your save rate higher without coaching you how to save those calls. You will get talked down to by customers and superiors. The top performers are there because they're not following rules and you're constantly held up against these people "If he can do it so can you". Then they get fired for integrity issues and they're demonized and it's totally forgotten that the agent was held up as the pinnacle of success, it happens all the time. I quit due to the degrading way our supervisor treated everyone on my team. The site manager seemed nice but company culture is cultivated from the top so if he truly cared he and the couple managers above team supervisors would monitor the team supervisors...more
ProsOccassional free lunches or free merchandise(lunchbox, shirt, light jacket)
ConsAngry Supervisors, Angry Customers, No care for fellow human beings, Channel Takedowns(I.E. Sports channels at the beginning of football season)
Customer Service Representative | Bluefield, WV | Mar 14, 2019
Amazing full time job with no experience necessary
I worked in customer service and tech support while at Dish. I handled calls to help with billing and technical issues. It was expected to upsell products like premium channel packages or the Protection Plan (Dish Protect) whenever possible, especially for any promotions or incentives that month. I also got to make outbound calls to customers who had equipment reporting technical issues to resolve the issue or offer a technician visit if needed.
I started at Dish with no call center experience, but training and transition taught me everything I needed to know. By the time I took my first phone call, I was nervous, but I felt really comfortable that whatever happened the On the Job trainer would have my back.
My favorite part of the job was taking tech support calls. My trainer said that everyone either preferred billing calls or tech calls. I much preferred tech calls any day. You should know that every site has different departments. Some sites only do billing and retention, others do mostly tech support, some sites focus on commercial accounts. If you have an interview for the call center, I'd recommend asking what kind of calls they take to get a better idea of what your average day will look like.
The hardest part was, as with any call center job, difficult customers or situations. But trust me, you get some really great calls that will outweigh the bad.
My site had incentives for selling premium packages often. It could be raffles or spinning a prize wheel. If our si...more
ProsIncentives, employee lounge, overtime hours available, thorough training
Technician | Harrisburg, PA | Mar 11, 2019
A typical day at work would start at 715, we were to be on the road by 720. I would be assigned a route and had to check to make sure the equipment needed was stocked on the van. Everything you were expected to do was based on a metrick such as points per hour or completions. Poor routing and stock would make obtaining these metric base numbers very challenging. On a typical day I would drive for over 5 hours and do about 5 hours worth of actual work. The 2 biggest problems I had with the compnay where the metric base numbers and the turn over. Turn over was very high close to 75%. Out of 60 techs there were less than 10 that had more seniority than me. Due to the constant turnover, workloads would vary from extremely light to extremelly heavy. During the Summer months we would all work mandatory overtime upto 6 days a week with 12 hour days. The metrics were very hard to hit once you achieved the maximum tech level. To further complicate this, your metrics were different than your locations/managment metrics. So you would attempt to focus on your metrics while your boss's would attempt to focus on there's and they didn't match up. I really enjoyed my actual job. Every job was a puzzle that you had to figure out. Once you figured out the puzzle you moved on to the next one. Unfortuntely the company during my 8 years never provided a base rate increase other than achieving the next rank in tehcnican. You could only reach level 4 in technican which I achieved 4 years in. After ...more
ProsGood starting rate, enjoyable job
ConsPoor incentives, pay rate increase, and metric requirements
Customer Service Representative | Tulsa, OK | Sep 27, 2018
Worst job ever!!!!! Read this before applying for this garbage
This job is horrible . If I bothered to read the reviews in this site I would have never applied for this company. Horrible management. Zero support from your supervisors. Every call you get you get yelled and screamed at by customers. It is back to back call without a break between them. Not even someone with tough skin can deal with this abuse. They don’t pay enough to deal with this. The equipment at the customers home is horrible and they don’t work. This company wants you to perform miracles to fix them over the phone and most of the times you can’t. I was number one on my team for months andi got zit for recognition. They don’t care about their employees. They lie to you saying that the turnover rate is high because of attendance and it is a lie. It’s because no one can deal with this bad job. The schedule is horrible . Every 2 months it is different and gets worse. It is said to be performance based and no true at all. You can see the performance for each individual on your team and the bottom people got exactly what they wanted as their schedule preference and me and the other 2 people on the too we got some of what we chose. Everything is metrics based. You get punished for not fixing things overvthe phone. If you send a tech counts against you. If you replace a broken remote it counts against you. If a customer calls for different reasons in a week, multiple times,even if it is not related to the previous issue it counts against you. We have stubborn and nee...more