Title: Remote Retention Rep Location: TX-HOUSTON Job Description: Summary Base Pay: $34,000 On-Target Earnings: $70,000 ($16.00/hr base pay with uncapped commission, top earners $100k) Are you highly competitive, motivated by results, and looking for a role where your earning potential has no limits? Our award-winning Inside Sales & Retention teams excel at driving customer decisions by selling the value of EchoStar's products and services using a consultative approach. This role involves 100% inbound calls from new and existing customers. No outbounding, no cold calling. Ever. Must live in Texas - in/near Dallas, San Antonio, Austin or Houston. Job Duties and Responsibilities What You'll Do: Field inbound customer contacts within the competitive, fast-paced production environment of a Fortune 250 company. Influence customer purchasing decisions by effectively positioning our suite of TV, internet and wireless products and services. Customer relationships are our most important asset, and handling every interaction with honesty and integrity is at the forefront of all we do. What's in it for You: Uncapped Earning Potential: High performers earn $100k; elite performers earn $150k. Your base pay is guaranteed, and your commission is limitless. Career Growth: Ability to promote up to two levels in your first year, with paths to leadership and corporate roles. Incredible Incentives : High-value rewards program including exciting trips & prizes. Comprehensive Benefits: Paid training, time off, Medical, Dental, Vision, Life Insurance packages, HSA, 401(K) with company match, Employee Stock Purchasing Program and Tuition Reimbursement. Exclusive Perks: Complimentary DISH TV as well as deep discounts on Sling TV and Boost Mobile plans. Skills, Experience and Requirements Minimum 1 year of experience in a quota-carrying sales role required. Must have competitive spirit, determination, resilience, persuasive personality, growth mindset, and operate with integrity. Full-time; hours may include evenings, weekends or holidays. High school diploma/GED required; Associate's or Bachelor's degree a plus. Pre-employment screen. Smartphone/device with active network connection. Home workspace with wired internet (25 Mbps download/2 Mbps upload), USB keyboard/mouse/headset/webcam, and 2 monitors. _Employee responsible for all setup costs (except where required by law)._ Benefits: Compensation: $34,000.00/Year

• Communicate directly with clients via video calls to understand concerns and resolve escalations. • De-escalate situations, rebuild client confidence, and retain clients using empathy, emotional intelligence, and professionalism. • Analyze client journeys to identify miscommunications or process gaps and provide actionable solutions. • Follow SOPs and concession policies to prevent churn and maintain consistent client satisfaction. • Collaborate with cross-functional teams (operations, product, sales) to ensure client issues are resolved effectively. • Document client interactions, outcomes, and recommended improvements in CRM and internal systems.

• Review and assess refund requests. • Contact customers to understand concerns and propose solutions. • Offer service recovery alternatives (re-dispatch, troubleshooting, partial credits, etc.). • Coordinate internally to resolve service issues quickly. • Convert dissatisfied customers into retained clients. • Apply negotiation and objection-handling techniques. • Protect company revenue while maintaining customer satisfaction. • Identify trends in refund reasons. • Collaborate with Dispatch, QA, and Technician Management to reduce recurring issues. • Propose operational improvements. • Manage high-risk or high-value refund cases. • Maintain professionalism during difficult conversations. • Document all decisions clearly in CRM.

• Build and maintain strong relationships with Geeks for Life subscribers. • Conduct proactive outreach calls and follow-ups to ensure customer satisfaction. • Act as the primary point of contact for subscription-related questions. • Monitor subscriber activity and engagement trends. • Identify at-risk subscribers and implement recovery strategies. • Reinforce membership value and educate customers on included benefits. • Drive renewals and reduce churn. • Promote additional relevant services when appropriate. • Handle escalations with professionalism and empathy. • Gather customer feedback and identify improvement opportunities. • Ensure high NPS and CSAT scores within the subscriber base. • Track churn rate, renewal rate, subscriber engagement metrics. • Document customer interactions in CRM. • Collaborate with Dispatch, QA, and Sales to improve subscriber experience.