At T-Mobile, we invest in YOU!  Our Total Rewards Package ensures that employees get the same big love we give our customers.  All team members receive a competitive base salary and compensation package - this is Total Rewards. Employees enjoy multiple wealth-building opportunities through our annual stock grant, employee stock purchase plan, 401(k), and access to free, year-round money coaches. That’s how we’re UNSTOPPABLE for our employees!

Job Overview
This role supports high-value customers by managing order processing, service activations, and customer service activities to maintain service quality. It involves processing orders, activating new services, troubleshooting issues, managing service tickets, and generating custom reports. The role requires broad knowledge of wireless products, services, processes, and systems to provide comprehensive customer support. Success is measured by accuracy in order processing, timely issue resolution, and maintaining positive customer experiences. The work directly impacts customer satisfaction and strengthens organizational partnerships through effective service delivery.

Job Responsibilities:

• Manage order and activation processing with accuracy to meet service level agreements
• Track new orders and upgrades daily to confirm timely delivery and completion
• Resolve activation failures and order-related escalations to minimize service disruptions
• Perform basic troubleshooting of devices and software to support customer functionality
• Handle device replacements and assist with mobile device management and setup
• Execute service changes including SIM swaps, port-ins, port-outs, and rate plan adjustments
• Also responsible for other duties/projects as assigned by business management as needed

Education and Work Experience:

• Bachelor's Degree OR combination of education and experience deemed equivalent (Required)
• 2-4 years 3+ years of related sales support or related customer service experience. (Preferred)
• 2-4 years 3+ years of wireless industry experience. (Preferred)

Knowledge, Skills and Abilities:

• Communication Superior communication, presentation, and interpersonal skills. (Required)
• Product Knowledge Knowledge of T-Mobile rate plans, features, and self-help tools. (Required)
• Microsoft Office Demonstrated proficiency in T-Mobile systems, processes and policies including Microsoft’s suite. (Required)
• Partnerships Ability to build strong cross-functional partnerships and leverage internal and external resources. (Required)
• Collaboration Collaboration and customer relationship management in a remote, client-based, virtual environment. (Required)
• Technology Demonstrated knowledge of solutions, technologies, and operating systems. (Required)
• Market Development Remain attuned to market trends and developments within the customer’s industry. (Required)
• Leadership Leadership qualities to thrive in an enterprise environment. (Required)
• Organization Organizational and time management skills with the ability to manage highly complex on-site customer issues. (Required)

Licenses and Certifications:

• At least 18 years of age
• Legally authorized to work in the United States

Travel:
Travel Required (Yes/No): Yes

DOT Regulated:
DOT Regulated Position (Yes/No): No
Safety Sensitive Position (Yes/No): No
 

Base Pay Range: $21.40 - $38.61

Corporate Bonus Target: 5%

The pay range above is the general base pay range for a successful candidate in the role. The successful candidate’s actual pay will be based on various factors, such as work location, qualifications, and experience, so the actual starting pay will vary within this range.

At T-Mobile, employees in regular, non-temporary roles are eligible for an annual bonus or periodic sales incentive or bonus, based on their role. Most Corporate employees are eligible for a year-end bonus based on company and/or individual performance and which is set at a percentage of the employee’s eligible earnings in the prior year. Certain positions in Customer Care are eligible for monthly bonuses based on individual and/or team performance. To find the pay range for this role based on hiring location, https://paylookup.t-mobile.com/paylookup?reqID=REQ342080¶dox=1

At T-Mobile, our benefits exemplify the spirit of One Team, Together! A big part of how we care for one another is working to ensure our benefits evolve to meet the needs of our team members. Full and part-time employees have access to the same benefits when eligible. We cover all of the bases, offering medical, dental and vision insurance, a flexible spending account, 401(k), employee stock grants, employee stock purchase plan, paid time off and up to 12 paid holidays - which total about 4 weeks for new full-time employees and about 2.5 weeks for new part-time employees annually - paid parental and family leave, family building benefits, back-up care, enhanced family support, childcare subsidy, tuition assistance, college coaching, short- and long-term disability, voluntary AD&D coverage, voluntary accident coverage, voluntary life insurance, voluntary disability insurance, and voluntary long-term care insurance. We don't stop there - eligible employees can also receive mobile service & home internet discounts, pet insurance, and access to commuter and transit programs! To learn about T-Mobile’s amazing benefits, check out www.t-mobilebenefits.com.

Never stop growing!
As part of the T-Mobile team, you know the Un-carrier doesn’t have a corporate ladder–it’s more like a jungle gym of possibilities! We love helping our employees grow in their careers, because it’s that shared drive to aim high that drives our business and our culture forward. By applying for this career opportunity, you’re living our values while investing in your career growth–and we applaud it. You’re unstoppable!

T-Mobile USA, Inc. is an Equal Opportunity Employer. All decisions concerning the employment relationship will be made without regard to age, race, ethnicity, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, religious affiliation, marital status, citizenship status, veteran status, the presence of any physical or mental disability, or any other status or characteristic protected by federal, state, or local law. Discrimination, retaliation or harassment based upon any of these factors is wholly inconsistent with how we do business and will not be tolerated.

Talent comes in all forms at the Un-carrier. If you are an individual with a disability and need reasonable accommodation at any point in the application or interview process, please let us know by emailing [email protected] or calling 1-844-873-9500. Please note, this contact channel is not a means to apply for or inquire about a position and we are unable to respond to non-accommodation related requests.