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!

The myHR team members are the first point of contact for all HR questions, including Payroll, Manager Self-Service, Employee Data, New Hire Onboarding, Learning, Timekeeping, Performance Management processes and Benefit inquiries. This role serves as the primary customer contact utilizing a knowledge base and case management tool along with a multi-line phone, email, chat, and ticketing system. The Senior Specialist acts as a resource for other team members, handles escalated inquiries from other representatives and must be able to handle stressful situations with a professional attitude and provide a positive customer experience. The position serves as an operational lead in coordinating customer facing services and training sessions for the team. This role requires a strong subject matter expertise in HR policy, programs, and procedures. This role will exercise autonomy when consulting on escalated employee issues and determine adequate resolutions to escalated employee concerns. This role serves to coach, mentor and educate Specialists on the nuance of their roles and is essential in developing deep subject matter expertise in HR policy, programs and procedures with the team. The Senior Specialist role is central in coordinating and communicating in real-time and developing mitigation strategies for events that drive contacts into the myHR team.

** This is a hybrid role (3 days/week in the office) and will be based in Overland Park, KS. **

Job Responsibilities:

• Answer and resolve a high volume of HR related inquiries (i.e. payroll, benefits, timekeeping, and HR policies) via emails, phones, tickets, and chat system to ensure first time resolution.

• Troubleshoot and provide technical support to exceed service levels while referring employees to appropriate departments as needed.

• Act as a central point of contact by researching, resolving, and responding to all escalated calls and issues and communicate status to supervisor/manager on a timely basis.

• Troubleshoot and resolve issues that might prevent timely processing or result in data integrity issues.

• Maintain ownership of issues and lead operational duties by monitoring the mailbox, phone queue, ticketing queue, and chat system to ensure resolution is reached and communicated to the customer within the Service Level Agreement.

• Communicate status of resolutions to supervisor/manager.

• Serve as a Subject Matter Expert for Tier 1 Support for HR programs, processes, and support policies in order to provide accurate solutions to customers and assist other team members in issue resolution.

• Identify process improvement opportunities that enhance the quality and efficiency of the HR Services team and the Employee Experience.

• Create and maintain documentation for the existing knowledge base tool (Internal Portal that houses HR Services information).

• Also responsible for other Duties/Projects as assigned by business management as needed.

Qualifications:

• High School Diploma/GED; Bachelors Degree preferred

• 2-4 years experience in HR environment, or strong Call Center/Customer Service background.

• 2-4 years experience around HR data and analysis preferred.

• Up to 2 years experience working and contributing to projects.

• Intermediate knowledge of Microsoft Office Suite (Word, Excel, Outlook, PowerPoint, SharePoint, OneNote)          

• Intermediate Knowledge of HR applications, including ADP, KeneXa, Workday, Cornerstone, Zendesk ticketing systems, and various vendor sites

• Consistently work within department and company guidelines and the ability to maintain advanced knowledge of company policies and procedures.

• Customer Service

• Attention To Detail

• Analytics

• Problem Solving

• Communication skills

• At least 18 years of age

• Legally authorized to work in the United States

Travel:

Travel Required (Yes/No):

DOT Regulated:

DOT Regulated Position (Yes/No):No

Safety Sensitive Position (Yes/No):No

Base Pay Range: $21.45 - $38.70

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=REQ343691¶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.