Associate Experts work as part of a Team of Experts to astound customers with the effective resolution, proactive account management, and customer education. They determine and resolve root causes to customer concerns and inquiries, identify appropriate revenue and service enhancement opportunities, and explore customer needs to develop loyal and profitable customers, including activations, payment arrangements, and other collections activities, when appropriate. This role is a learning role, where new experts are building skills and competencies in these areas while also demonstrating world-class skills in courtesy, concern, timely resolution, value creation, and relationship building.

We’re offering qualifying Experts of our Customer Experience teams the increased flexibility that comes with working virtually. Hybrid schedules are available to qualified Experts 60 days post-training graduation. To qualify, Experts must achieve performance and attendance goals. Schedule availability is subject to change based on T-Mobile’s business needs.

Job Responsibilities:

• Provides astounding customer service through effective and timely resolution of various customer inquiries and concernsBuilds customer loyalty and value through effective account management, identifying and providing offers for appropriate additional products, features, and services, and collecting past due balances.
• Uses resource documentation for reference and the automated and training tools provided to deliver exceptional customer service.
• Meets department productivity and quality standards. Appropriately disburses adjustments and account credits in accordance with T-Mobile
  policy.
• Approaches each call with a can-do mindset and treats each customer with respect, courtesy, and a genuine desire to help.
• Completes training requirements to learn new skills and processes, grow knowledge of systems, and develop proficiency on company values, organizational requirements, and competencies needed for the Expert role.

Education:

High School Diploma/GED (Required)

T-Mobile requires all employees in this position to be fully vaccinated for COVID-19 prior to starting work, unless precluded from doing so by applicable law. The CDC currently defines "fully vaccinated" as two weeks after the second dose for Pfizer and Moderna, and two weeks after the single dose of Johnson & Johnson.

T-Mobile USA, Inc. is an Equal Opportunity Employer.

What to prepare

• Resume, if possible

Preferred dress code

Casual (come as you are, but please be presentable)

About T-Mobile

T-Mobile U.S. Inc. (NASDAQ: TMUS) is America’s supercharged Un-carrier, delivering an advanced 4G LTE and transformative nationwide 5G network that will offer reliable connectivity for all. T-Mobile’s customers benefit from its unmatched combination of value and quality, unwavering obsession with offering them the best possible service experience and undisputable drive for disruption that creates competition and innovation in wireless and beyond. Based in Bellevue, Wash., T-Mobile provides services through its subsidiaries and operates its flagship brands, T-Mobile, Metro by T-Mobile and Sprint.

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