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!

This role facilitates resolution of escalated or sensitive customer needs regarding products or services through various communication channels. It primarily involves managing complex customer interactions with discretion and documenting all contacts clearly. The role differentiates itself by handling the highest level of customer care issues and collaborating with internal departments when necessary. Success is measured by the effective resolution of customer concerns and maintaining clear, accurate records of interactions. The work impacts the organization by ensuring customer satisfaction and supporting service quality through expert issue management.

Job Responsibilities:

• Resolve complex customer issues through verbal and written communication to ensure satisfactory outcomes
• Manage escalated account support cases to achieve resolution acceptable to all parties involved
• Provide confidential support to customers requiring a high level of discretion in handling their concerns
• Adapt to urgent or escalated customer needs by multitasking and prioritizing activities effectively
• Also responsible for other duties/projects as assigned by business management as needed

Education and Work Experience:

• High School Diploma/GED (Required)
• 2-4 years Customer Service, Accessibility or customer facing sales experience. (Preferred)
• Less than 2 years Prior call center experience. (Preferred)
• Less than 2 years Project Management. (Preferred)

Knowledge, Skills and Abilities:

• Customer Service: Interact with customers to address concerns, answer questions, and assist them with their needs (Required)
• Communication Business Writing Skills:  Clearly articulate issues and outcomes in a professional manner via written correspondence (Required)
• Organizational Effectiveness: Ability to thrive in a lively working environment and multi-task. Self-starter with independent ability to meet deadlines with detail and effectiveness (Required)
• MS Office Suite: Responsible for communication with the customer via email and phone as part of research and implementation of solutions to meet customer needs (Required)
• T-Mobile Tools & System Knowledge: Maintain up to date knowledge and awareness of all current departmental policies and procedures. Completes training requirements to stay current on existing and new systems and products, to grow skills, and to maintain proficiency on company values and organizational requirements (Required)
• Problem Solving: Ability to fully understand and resolve a variety of problems quickly and effectively (Required)
• Cross Functional Relationships: Ability to partner with other departments to resolve issues to completion. (Required)
• Task Management: Adapt quickly and effectively to the unpredictable and varying requests you will support. Ability to prioritize tasks and ensure all are completed and documented (Required)

• At least 18 years of age

• Legally authorized to work in the United States
• This is a hybrid position for an in-office/work from home experience. Upon completion of training, the shift is 12:30p-11p with a set off day each week totaling 40-hours/full time.
• This position does not currently work weekends and is closed on major holidays.

Travel:
Travel Required (Yes/No): No

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

Base Pay Range: $20.00 - $23.00

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=REQ352486¶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.