T-Mobile
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 can be based out of any T-Mobile sales office within the United States.
Overview
Contribute to T-Mobile success by ensuring an outstanding Customer Experience. Utilize expertise and leadership skills to direct team members and resolve issues to ensure requirements are met. Communicate with end-users to provide timely and accurate information and status updates. Help streamline operations when customers have service-impacting challenges that need specialized support to enhance the overall customer experience for assigned strategic business customers. Collaborate effectively with cross-functional business and technology development teams to solve problems and ensure customers have the best business solutions. Job Responsibilities
Monitor progress toward resolution of customer problems. Initiates measures to maintain progress toward resolution of impairment/outages such as ticket tracking, resource assignment, escalations, engaging higher tier engineers and scheduling meetings/conference calls if required. Review reporting data to identify performance trends and opportunities. Facilitate quality and customer satisfaction goals to ensure customer retention and uphold the T-Mobile brand by providing real time support. Analyze process flow and application of tools to identify and implement improvements that promote a painless customer experience. Ability to effectively acquire the right resources to apply toward resolution of sensitive or chronic troubles. Minimize and contain escalations by demonstrating helpful customer interactions and follow-up skills. Provide timely feedback to the management team on customer trends, issues and needs. Education and Work Experience
High School Diploma/GED (Required) 2-4 years - Managing Technical Projects Less than 2 years - Reporting Experience Knowledge, Skills and Abilities
Business Planning: Effective matrix management skills to influence/escalate for commitments when engaging fix actions. (Required) Task Management: Strong multi-tasking skills as well as prioritization of activities to resolve several customer emergencies at the same time. (Required) Product Knowledge: Solid understanding of customer technologies and all Sprint products and services in order to understand and meet customer requirements. Extensive knowledge of T-Mobile products and services for effective customer management. (Required) Root Cause Analysis: Ability to interpret service performance for root cause analysis and corrective action. (Required) Communication: Demonstrates strong business writing techniques and presentation skills on multiple levels including Customer, Vendor, and Executive. (Required) MS Office Suite: Proficient in MS Office - specifically Excel, Word, Power Point, Visio (Required) Presentations: Ability to present information to all levels of management up to and including the Executive level for both internal and external customers (Required) Licenses and Certifications
At least 18 years of age Legally authorized to work in the United States For certain roles within the organization, T-Mobile requires U.S. citizenship. This role may require submission of documentation proving U.S. citizenship within the first 7 days of hire; failure to do so will result in termination. Travel : Travel Required (Yes/No): Yes DOT Regulated : DOT Regulated Position (Yes/No): No Safety Sensitive Position
(Yes/No): No Base Pay Range: $62,600 - $112,900 Corporate Bonus Target: 10% The pay range above is the general base pay range for a successful candidate in the role. The actual starting pay will vary based on location, qualifications, and experience. At T-Mobile, employees in regular, non-temporary roles are eligible for an annual bonus or periodic sales incentive based on role. Most Corporate employees are eligible for a year-end bonus based on company and/or individual performance. Certain positions in Customer Care are eligible for monthly bonuses based on performance. To find the pay range for this role based on hiring location, visit paylookup page. At T-Mobile, our benefits exemplify the spirit of One Team, Together. Full- and part-time employees have access to the same benefits when eligible. Benefits include medical, dental and vision insurance, flexible spending accounts, 401(k), employee stock grants, employee stock purchase plan, paid time off and holidays, parental and family leave, family building benefits, backup care, childcare subsidy, tuition assistance, and various insurance options. Eligible employees can also receive mobile service and home internet discounts, pet insurance, and commuter/transit programs. To learn about benefits, visit 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 a jungle gym of possibilities. We love helping our employees grow in their careers. By applying for this career opportunity, you’re living our values while investing in your career growth. You’re unstoppable! T-Mobile USA, Inc. is an Equal Opportunity Employer. All decisions concerning employment 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, disability, or any other status protected by law. If you need reasonable accommodation during the application or interview process, please email ApplicantAccommodation@t-mobile.com or call 1-844-873-9500. This contact channel is not for applying for a position or inquiries unrelated to accommodation.
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Contribute to T-Mobile success by ensuring an outstanding Customer Experience. Utilize expertise and leadership skills to direct team members and resolve issues to ensure requirements are met. Communicate with end-users to provide timely and accurate information and status updates. Help streamline operations when customers have service-impacting challenges that need specialized support to enhance the overall customer experience for assigned strategic business customers. Collaborate effectively with cross-functional business and technology development teams to solve problems and ensure customers have the best business solutions. Job Responsibilities
Monitor progress toward resolution of customer problems. Initiates measures to maintain progress toward resolution of impairment/outages such as ticket tracking, resource assignment, escalations, engaging higher tier engineers and scheduling meetings/conference calls if required. Review reporting data to identify performance trends and opportunities. Facilitate quality and customer satisfaction goals to ensure customer retention and uphold the T-Mobile brand by providing real time support. Analyze process flow and application of tools to identify and implement improvements that promote a painless customer experience. Ability to effectively acquire the right resources to apply toward resolution of sensitive or chronic troubles. Minimize and contain escalations by demonstrating helpful customer interactions and follow-up skills. Provide timely feedback to the management team on customer trends, issues and needs. Education and Work Experience
High School Diploma/GED (Required) 2-4 years - Managing Technical Projects Less than 2 years - Reporting Experience Knowledge, Skills and Abilities
Business Planning: Effective matrix management skills to influence/escalate for commitments when engaging fix actions. (Required) Task Management: Strong multi-tasking skills as well as prioritization of activities to resolve several customer emergencies at the same time. (Required) Product Knowledge: Solid understanding of customer technologies and all Sprint products and services in order to understand and meet customer requirements. Extensive knowledge of T-Mobile products and services for effective customer management. (Required) Root Cause Analysis: Ability to interpret service performance for root cause analysis and corrective action. (Required) Communication: Demonstrates strong business writing techniques and presentation skills on multiple levels including Customer, Vendor, and Executive. (Required) MS Office Suite: Proficient in MS Office - specifically Excel, Word, Power Point, Visio (Required) Presentations: Ability to present information to all levels of management up to and including the Executive level for both internal and external customers (Required) Licenses and Certifications
At least 18 years of age Legally authorized to work in the United States For certain roles within the organization, T-Mobile requires U.S. citizenship. This role may require submission of documentation proving U.S. citizenship within the first 7 days of hire; failure to do so will result in termination. Travel : Travel Required (Yes/No): Yes DOT Regulated : DOT Regulated Position (Yes/No): No Safety Sensitive Position
(Yes/No): No Base Pay Range: $62,600 - $112,900 Corporate Bonus Target: 10% The pay range above is the general base pay range for a successful candidate in the role. The actual starting pay will vary based on location, qualifications, and experience. At T-Mobile, employees in regular, non-temporary roles are eligible for an annual bonus or periodic sales incentive based on role. Most Corporate employees are eligible for a year-end bonus based on company and/or individual performance. Certain positions in Customer Care are eligible for monthly bonuses based on performance. To find the pay range for this role based on hiring location, visit paylookup page. At T-Mobile, our benefits exemplify the spirit of One Team, Together. Full- and part-time employees have access to the same benefits when eligible. Benefits include medical, dental and vision insurance, flexible spending accounts, 401(k), employee stock grants, employee stock purchase plan, paid time off and holidays, parental and family leave, family building benefits, backup care, childcare subsidy, tuition assistance, and various insurance options. Eligible employees can also receive mobile service and home internet discounts, pet insurance, and commuter/transit programs. To learn about benefits, visit 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 a jungle gym of possibilities. We love helping our employees grow in their careers. By applying for this career opportunity, you’re living our values while investing in your career growth. You’re unstoppable! T-Mobile USA, Inc. is an Equal Opportunity Employer. All decisions concerning employment 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, disability, or any other status protected by law. If you need reasonable accommodation during the application or interview process, please email ApplicantAccommodation@t-mobile.com or call 1-844-873-9500. This contact channel is not for applying for a position or inquiries unrelated to accommodation.
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