T-MOBILE USA, Inc.
Overview
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. 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. This role can be based out of any T-Mobile sales office within the United States. Job Responsibilities
Contribute to T-Mobile success by ensuring an outstanding Customer Experience. Direct team members and resolve issues to ensure requirements are met. Communicate with end-users to provide timely and accurate information and status updates. Streamline operations when customers have service-impacting challenges that require specialized support 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. Monitor progress toward resolution of customer problems. Initiate measures to maintain progress toward resolution of impairments/outages (ticket tracking, resource assignment, escalations, engaging higher tier engineers, and scheduling meetings/conference calls as needed). 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 and prioritization to resolve several customer emergencies simultaneously. (Required) Product Knowledge: Solid understanding of customer technologies and Sprint products/services to 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 for multiple levels including Customer, Vendor, and Executive. (Required) MS Office Suite: Proficient in MS Office (Excel, Word, PowerPoint, Visio). (Required) Presentations: Ability to present information to all levels of management up to and including Executive level for internal and external customers. (Required) Licenses and Certifications
At least 18 years of age Legally authorized to work in the United States T-Mobile requires U.S. citizenship for certain roles within the organization. This role requires U.S. citizenship. Individuals hired into this role will be required to submit 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 roles are eligible for annual bonuses or periodic incentives based on role. Some positions are eligible for monthly bonuses based on performance. To find the pay range for this role by hiring location, please refer to the pay range information provided by the company. Benefits and Equal Opportunity
At T-Mobile, our benefits exemplify the spirit of One Team. Full- and part-time employees have access to medical, dental, and vision insurance; a flexible spending account; 401(k); employee stock grants and employee stock purchase plan; paid time off and up to 12 paid holidays; paid parental and family leave; family building benefits; back-up care; childcare subsidy; tuition assistance; coaching; disability and life insurance options; and voluntary coverage options. Eligible employees may also receive mobile service and home internet discounts, pet insurance, and commuter/transit programs. For benefits details, visit www.t-mobilebenefits.com. Never stop growing! 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 require accommodation during the application or interview process, please contact ApplicantAccommodation@t-mobile.com or 1-844-873-9500.
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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. 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. This role can be based out of any T-Mobile sales office within the United States. Job Responsibilities
Contribute to T-Mobile success by ensuring an outstanding Customer Experience. Direct team members and resolve issues to ensure requirements are met. Communicate with end-users to provide timely and accurate information and status updates. Streamline operations when customers have service-impacting challenges that require specialized support 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. Monitor progress toward resolution of customer problems. Initiate measures to maintain progress toward resolution of impairments/outages (ticket tracking, resource assignment, escalations, engaging higher tier engineers, and scheduling meetings/conference calls as needed). 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 and prioritization to resolve several customer emergencies simultaneously. (Required) Product Knowledge: Solid understanding of customer technologies and Sprint products/services to 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 for multiple levels including Customer, Vendor, and Executive. (Required) MS Office Suite: Proficient in MS Office (Excel, Word, PowerPoint, Visio). (Required) Presentations: Ability to present information to all levels of management up to and including Executive level for internal and external customers. (Required) Licenses and Certifications
At least 18 years of age Legally authorized to work in the United States T-Mobile requires U.S. citizenship for certain roles within the organization. This role requires U.S. citizenship. Individuals hired into this role will be required to submit 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 roles are eligible for annual bonuses or periodic incentives based on role. Some positions are eligible for monthly bonuses based on performance. To find the pay range for this role by hiring location, please refer to the pay range information provided by the company. Benefits and Equal Opportunity
At T-Mobile, our benefits exemplify the spirit of One Team. Full- and part-time employees have access to medical, dental, and vision insurance; a flexible spending account; 401(k); employee stock grants and employee stock purchase plan; paid time off and up to 12 paid holidays; paid parental and family leave; family building benefits; back-up care; childcare subsidy; tuition assistance; coaching; disability and life insurance options; and voluntary coverage options. Eligible employees may also receive mobile service and home internet discounts, pet insurance, and commuter/transit programs. For benefits details, visit www.t-mobilebenefits.com. Never stop growing! 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 require accommodation during the application or interview process, please contact ApplicantAccommodation@t-mobile.com or 1-844-873-9500.
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