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
A Loyalty Expert with elevated business acumen at T-Mobile plays a crucial role in delivering exceptional customer service and fostering long-term customer loyalty. This role involves resolving product and service issues, proactively identifying potential problems, and educating customers about our offerings. Utilizing technical proficiency, the Loyalty Expert navigates multiple complex computer systems to manage customer interactions effectively. Clear communication, efficient problem-solving, and strong relationship-building skills are essential to ensure customers feel valued and supported. Collaborating with various teams, the Loyalty Expert enhances customer satisfaction and drives loyalty by addressing inquiries, processing account management tasks, and identifying opportunities for service improvement. Commitment to service excellence with an enhanced focus on keeping customers for life is critical. Deepening the relationship through empathy, critical decision making and advanced troubleshooting are key in creating positive customer experiences and contributing to the overall success of our customer loyalty initiatives.

Job Responsibilities:

• Resolve product or service problems by clarifying customer concerns, determining the root cause, selecting and explaining the best solution, expediting correction or adjustment, and following up to ensure resolution on inbound and outbound work.
• Identify potential issues before they become problems, troubleshoot effectively, and proactively address customer concerns through the elevated access and comprehensive use of multiple computer systems and tools.
• Educate customers about product features, benefits, and services to enhance their understanding and usage, thereby improving overall satisfaction and loyalty.
• Manage a diverse portfolio of customer accounts by identifying and exploring revenue and service enhancement opportunities, assisting with activations, payment arrangements, and other collections activities as appropriate.
• Completes training requirements to learn new skills and processes, grow knowledge of systems, and develop proficiency in company values, organizational requirements, and competencies needed for the Loyalty Expert role

Education and Work Experience:

• High School Diploma/GED (Required)
• 2-4 years 9 Months minimum experience in the Account Care role (Preferred)
• 2-4 years 9 Months minimum experience in the Tech Care role (Preferred)
• 2-4 years Experience in retail sales with ability to work in varied environments, experience in customer service- preferably in a high volume environment, and experience in resolving sales and customer service pain points (Preferred)

Knowledge, Skills and Abilities:

Licenses and Certifications:

• Certified Customer Service Professional (CCSP) Certification that validates the ability to provide exceptional customer service, handle customer complaints, and foster customer loyalty. (Preferred)
• Certified in Conflict Resolution Certification that demonstrates the ability to effectively resolve conflicts and disputes, which is beneficial in handling customer complaints and issues. (Preferred)

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

Travel:
Travel Required (Yes/No): No

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

Base Pay Range: $30.00 - $41.40

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=REQ362780¶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.